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When guest complains, listen too to your staff!!

Recently, I have been
invited by the Office of Tourism Development, Ministry of Tourism and Sports to
train rank and file staff in 4 provinces in Thailand.  Two provinces out of the 4 are located in the
Southern part of Thailand.  Most of the
staff representing the southern hotels have a great number of foreign guests, the
other 2 hotels are at the eastern provinces and cater more for Asians.  The attendees have been from the 2 to 5 stars
resorts and unique boutique resorts. 
This time, the target plan has been for rank and file level employees from
housekeeping, and bell service sections, however, others at management level or
from other departments have been welcomed. 


During training event, I
faced some questions from participants which I like to share here. Some
questions are quite innocent and with common sense development and more
experience, they will excel soon. However, some questions and some situations show
the our staff does face hardship many times. Senior managers and/or owners need
to understand those issues and listen to their staff more.  


Some information and answers
given to employees might be correct today, but may be not tomorrow as the service
and people industry are very sophisticated. 
Common sense development at all level of hoteliers, sound clear policy,
good systematic operation and training must go hands in hands. 


Samples of the questions:














As mentioned, many
things can be solved by common sense and many of them can be solved by hotel
policy.  And, if you have policy, you
better make it as a system and train your staff to be able to communicate such
a policy clearly.


Some of my answer is
short, but some are in length as we need to make it clear from the foundation
until the solution.  One important thing,
as most of them are at operational level and could not communicate well in
English, I can only suggest them that they must remember this important single sentence
and practice it 10 times a day:  “I am
sorry, my English is not quite good enough; I will call my manager for you
right way”.  

Employees should not try to argue with guest in broken
English, it just makes the situation worse. 


I hope that senior
managers who have read this will have a little more respect and tolerance to
their staff as they have to face many times more than just a simple service as
foreseen by managers and owners.  Especially,
when employees cannot react or answer always correctly to something that seems
to be very simple for the manager or owners.


Managers, Owners,
please remember, it may not be that easy for the staff as they have different
language proficiency, authority and experiences.  Therefore, policy must be madeBusiness Management Articles, system must
be established and what cannot be lacking is SIMPLY a lot of “training”.





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