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10 Tips on How to Deal with Customer Complaints | Hotel Front Office SOP

If you are in the hospitality industry, from time to time, you encounter guest complaints. When a guest is complaining, things with turn for the worst quickly, especially when the complaint is not handled well.

Here are some quick tips on how to handle guest complaints:

  1. Listen with concern and empathy.
  2. Isolate the guest if possible, so that other guests won't overhear.
  3. Stay calm. Don't argue with the guest.
  4. Be aware of the guest's self-esteem. Show a personal interest in the
  1. problem. Try to use the guest name frequently.
  1. Give the guest your undivided attention. Concentrate on the problem, not
  1. on placing blame. Do NOT Insult the guest.
  1. Take notes. Writing down the key facts saves time if someone else must
  1. get involved. Also, Guest tends to slow down when they see the front desk
  2. agent trying to write down the issue.
  1. Tell the guest what can be the best done. Offer choices. Don't promise
  1. the impossible, and don't exceed your authority.
  1. Set an approximate time for completion of corrective actions. Be specific,
  1. but do not underestimate the amount of time it will take to resolve the
  2. problem.
  3. Monitor the progress of the corrective action.
  4. Follow up. Even if the complaint was resolved by someone else, contact

the guest to ensure that the problem was resolved satisfactory.

Are you working in the hospitality industry? Where are you based? Did you find this article helpful? We would like to hear from you. Please leave a comment below.


Kindest Regards,


Sam Nkwanyane

Hospitality Coach • Speaker • Consultant