Dr Ray
Tourism Hospitality
Tourism Hospitality
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When people come to you for business, you are asking them to give you their hard-earned money. Because of this, they expect to get good results.
Keeping this in mind will help you to understand your customers’ frustrations and show more patience for their situation.
Using the L.E.A.F. – F/U method for handling complaints.
Listen – Most of the time, people just want to be heard. Hearing them out is 90% of the solution to their problem. Don’t interrupt or argue with the customer. After they have spoken, you may ask sincere questions to clarify and ensure you get to the real issue. Continue being polite. Don’t escalate, deescalate.
Empathize – "I understand exactly why you are frustrated…" Think from their point of view, not yours. Put yourself in their shoes.
Apologize – "This is not the standard of Sam Hotels and I sincerely apologize for the inconvenience." Saying sorry goes a long way. If it’s truly your mistake, own it. If it’s not, pretend to own it.
Fix the problem – Make sure that whatever the customer is complaining about gets resolved as soon as possible. Some problems can’t be directly fixed, give them a freebie or a discount.
F/U – Follow Up. If you want your guests to return again, or give you good online reviews (or not give negative ones), following up goes a long way. It makes them feel like they’ve been heard. For Example: “Ms. Johnson, I apologize again about the air conditioner going out, have you settled into your new room? Is everything satisfactory?”
Bad Steak
Server: Oh, I apologize for the inconvenience. Would you like me to have it cooked a bit more for you?
Customer: Yes, please. I prefer my steak more well-done. Also, I ordered a side of french fries, but they seem to be cold. Could you bring me a fresh, hot batch, please?
Server: Of course, I'll take care of that for you right away. I'm really sorry about the mix-up. Let me get your steak back to the kitchen, and I'll get a new order of french fries for you.
Customer: Thank you, I appreciate it. But honestly, it's a bit frustrating to have to deal with this. I was really looking forward to a perfectly cooked steak and some hot fries.
Server: I completely understand your frustration, and I'm truly sorry for the inconvenience caused.
Customer: Well, it shouldn’t happen in the first place. That’s the point of taking a person’s order, to give them what they want.
Server: I completely agree. Let me hurry and get this to the kitchen. Your new order will be out shortly, and I'll personally ensure everything is as it should be. Thank you for your patience.
…
Server: Here’s your order, sir. The fries are fresh and hot. Why don’t you check your steak just to be sure.
Customer: Yes, great, just like I like it, thanks.
Server: I would also like to give you this discount coupon for your next visit. I assure you, we really don’t make these kinds of mistakes often. Hope to see you again soon.
I said no onions.
Customer: Excuse me, sir.
Waitstaff: Yes, how can I help you?
Customer: I ordered a cheeseburger with no onions. This cheeseburger has onions on it, I can’t remove them because they’re melted to the cheese. Besides, even if I remove them, the onion taste will still be there.
Waitstaff: Sorry, Mr. Jones, I’m not sure how that happened, that’s not our standard of service. I would love to get you another cheeseburger and this time I’ll be sure there are no onions.
Customer: That would be great, thanks.
[ after several minutes]
Customer: Sir, excuse me.
Waitstaff: Yes, Mr. Jones. Is there more I can do for you?
Customer: Listen, it’s just taking too long for my second burger, and I have a meeting I can’t be late for. I’m afraid I’ll have to pass on it.
Waitstaff: I’m sorry for the inconvenience. If you’ll give me just two minutes, maybe it’s ready and you can have it to go.
Customer: Okay, but quickly.
…
Waiter: Here’s your burger to go. And I also want to give you two coupons for a free cheeseburger on your next visit. No expiration, just any time you like. And bring a friend.
Customer: That’s great. Thanks for trying to help.
Waiter: No problem, Mr. Jones. Hope to see you next time.
Common Complaints: Restaurant
Slow service or long wait times for food and beverages.
Cold or undercooked food.
Overcooked or burnt food.
Unpleasant or unfriendly staff behavior.
Dirty or unclean tables, utensils, or restrooms.
Noisy or uncomfortable seating arrangements.
Inadequate portion sizes for the price.
High prices for the quality of food and service provided.
Unavailability of menu items that are listed.
Poorly prepared or tasteless dishes.
Inconsistent quality of food from previous visits.
Incorrect billing or overcharging.
Delayed drink refills or beverage orders.
Ignored special requests (e.g., no onions, extra sauce).
Unsatisfactory ambiance or lighting.
Inattentive or absent waitstaff.
Inadequate temperature control in the dining area (too hot or too cold).
Lost Luggage
Traveler (T): Excuse me, I have a bit of a problem. My luggage seems to be missing.
Airport Customer Service (CS): I'm sorry to hear that. Don't worry; we'll do our best to assist you. Can you please provide me with your baggage claim tag and some identification so I can look up your information?
T: Sure, here's my baggage claim tag, and my ID is my passport.
CS: Thank you. Let me check our system for your luggage. Could you also describe your bag and provide any unique features that might help identify it?
T: Of course. It's a medium-sized black suitcase with a blue ribbon tied around the handle. There's also a sticker of my favorite band on one side.
CS: Got it. Let me search for your bag in our system. I'll be right back.
[The customer service representative goes to check the system.]
CS: I'm sorry for the inconvenience, but it seems that your bag didn't arrive on your flight. Please know that we understand how distressing this can be, and we'll make every effort to locate it and get it to you.
T: Oh no, that's not good news. What should I do now?
CS: First, let me assure you that we have a dedicated team working on locating your luggage. We will need you to fill out a lost luggage report with your contact information and details about your bag. We'll keep you updated on your luggage’s location.
T: Okay, I'll provide my hotel address. How long will it take to locate my luggage?
CS: It's difficult to give an exact time frame as it depends on various factors, but we'll do our best to expedite the search. Rest assured, we'll keep you informed throughout the process. We understand how important your belongings are, and we'll work diligently to resolve this situation. If you have any further questions or concerns, please don't hesitate to call.
T: I will. Thanks again for your assistance.
CS: No problem at all. Have a pleasant stay, and we'll be in touch as soon as we have any updates regarding your luggage.
Common Complaints: Air travel
Lost or mishandled baggage.
Rude or unhelpful airline staff.
Overbooking issues resulting in denied boarding.
Inadequate legroom and uncomfortable seating.
Poor in-flight entertainment options or malfunctions.
Insufficient or subpar in-flight meal options.
Lack of cleanliness or maintenance issues on the aircraft.
Lack of assistance for passengers with special needs or disabilities.
Unreasonable fees for baggage, seat selection, or other services.
Overcrowded or disorganized boarding processes.
Unsatisfactory response to customer complaints or requests for assistance.
Long wait times at customer service.
Room with a view
Hotel Patron (HP): Excuse me, I have a concern about my room.
Front Desk (FD): I'm sorry to hear that. What's the issue?
HP: Well, I specifically requested a room with a good view when I made the reservation, but the view from my room is quite disappointing.
FD: I apologize for the inconvenience. Let me check your reservation details and see what can be done.
HP: Thank you.
[...the clerk checks the computer]
FD: I've checked, and unfortunately, all rooms with better views are currently occupied. I'm really sorry about that.
HP: Well, I made it very clear at reservation time that I wanted a room with a view.
FD: I completely understand your frustration, let me check on something else.
[checks computer again]
FD: Great. How about we upgrade you to our deluxe suite. The room has a good view plus you get all the usual amenities of our deluxe suites? We have some available, and I'm sure you'll find it more to your liking.
HP: Will I have to pay more?
FD: Certainly not, Mr. Atkins. This was not your mistake. Will this be satisfactory?
HP: I think that will be more than satisfactory. Thank you so much!
FD: You're welcome, and I apologize once again for the inconvenience. If there's anything else you need or if you have any other concerns during your stay, please don't hesitate to let us know.
Common Complaints: Hotel
Noisy neighbors or disruptive guests.
Uncomfortable or worn-out beds and pillows.
Malfunctioning or noisy air conditioning/heating systems.
Poor Wi-Fi or internet connectivity.
Inadequate or inconsistent hot water supply.
Unpleasant odors in the room or common areas.
Lack of essential amenities (towels, toiletries, etc.).
Room service delays or mistakes in orders.
Insufficient lighting in the room or common areas.
Pest infestations (e.g., insects, rodents).
Inadequate soundproofing in the rooms.
Unaddressed maintenance issues (leaking faucets, broken fixtures, etc.).
Unhelpful or unfriendly hotel staff.
Billing errors or incorrect charges.
Long wait times during check-in or check-out.
Inaccurate or misleading information provided by the hotel staff.
Unsatisfactory room location or view.
Inadequate security measures or concerns about safety.
Unresolved guest requests or complaints.
Common Complaints: Spa Resort
Delay times for scheduled spa appointments.
Inadequate facilities, such as malfunctioning saunas, steam rooms, or jacuzzis.
Unclean or poorly maintained spa facilities.
Inadequate relaxation areas or lounges for guests.
Lack of availability for preferred spa treatments or services.
Unsatisfactory massage pressure or technique.
Cold or uncomfortable treatment rooms.
Discrepancies in spa charges.
Inattentive or disengaged spa staff.
Unresolved issues or complaints after bringing them to the staff's attention.
Noisy or disruptive behavior from other guests in the spa area.
Party on the Beach
Concierge (C): I'm truly sorry to hear that, and I apologize for the disturbance. Thank you for bringing this to my attention. I'll handle the situation immediately.
[The concierge approaches the college group on the private beach.]
C: Hi there, I hope you all are having a good time. I must inform you that this is a private beach area, and we kindly ask you to move your party elsewhere.
College Student (CS): Come on, man! We're just having fun. The ocean belongs to everyone, and we have every right to be here.
C: I understand that, but this specific area is designated as private property. There are other public areas where you can continue your party.
CS: We're not causing any harm. You can't make us leave.
C: I’m sorry, but iff you choose not to comply, I'll have to call the authorities.
[The college students continue to resist, refusing to leave the private beach.]
[Without further ado, the concierge calmly calls the police. The police arrive at the scene a few minutes later.]
Police Officer (PO): What seems to be the problem here?
C: These young folks are refusing to leave the resort's private beach area despite being asked to do so.
PO: Alright, let me handle it from here.
[The police officer calmly speaks with the college students and convinces them to vacate the private beach area.]
C: I apologize for the inconvenience you experienced due to this situation. This is not a usual occurrence, and we strive to maintain a peaceful environment for all our guests.
Guest: Thank you for taking care of the matter. I appreciate your prompt response and willingness to resolve the issue. Despite this hiccup, I've been enjoying my stay here.
C: You're welcome, and thank you for your understanding. If there's anything else you need or any other concerns, please don't hesitate to reach out. We want to ensure you have a pleasant and relaxing time at the resort.
Common Complaints: Ocean Beach Resort
Unclean or littered beach areas.
Insufficient or overcrowded beach chairs and umbrellas.
Poor water quality or lack of clear signage about swimming conditions.
Uncomfortable or unsafe beach access points.
Noisy or disruptive behavior from other guests on the beach.
Limited or expensive beachside food and drink options.
Inadequate beach amenities (showers, restrooms, changing rooms).
Beach activities or water sports being canceled without notice.
Lack of lifeguards or supervision on the beach.
Unresponsive or unhelpful beach resort staff.
Insufficient or slow beachside service for food and drinks.
Overcrowded or difficult-to-find parking at the beach resort.
Inadequate beach resort security or theft concerns.
Lack of shade or shelter options on the beach.
Unsatisfactory beach cleanliness and maintenance.
Uncomfortable or unsafe beachside seating.
Limited beach entertainment or activities.
Unavailability of beach equipment rentals (e.g., snorkeling gear, paddleboards).
Inconsistent or inadequate beach resort Wi-Fi coverage.
Unsatisfactory beach resort facilities (e.g., pools, gyms, spa).
Common Complaints: Amusement Park
Rides or attractions being temporarily closed or out of service.
High ticket prices or additional fees for certain attractions.
Unfriendly or unhelpful staff members.
Inadequate cleanliness in restrooms or park areas.
Insufficient seating or shaded areas.
Lack of clear signs or directions to attractions.
Inconsistent or poor-quality food and beverage options.
Overcrowding or excessive congestion in the park.
Inadequate safety measures on rides or attractions.
Rides not meeting the advertised expectations or experiences.
Inadequate accessibility options for guests with disabilities.
Lack of entertaining shows or performances.
Merchandise or souvenirs not meeting expectations or being overpriced.
Inadequate or inconvenient parking facilities.
Insufficient hours of operation for certain attractions or the park as a whole.
Common Complaints: Ski Resort
Crowded slopes and trails.
Lifts or equipment malfunctions.
High ticket prices or additional fees.
Poorly marked or confusing trail maps.
Inadequate ski/snowboard rental options.
Limited or expensive dining options on the mountain.
Inadequate parking facilities or shuttle services.
Unfriendly or unhelpful staff members.
Inadequate snow grooming or maintenance.
Uncomfortable or insufficient warming areas.
Overcrowded or noisy lodges/rest areas.
Limited evening entertainment options.