Asked in CleaningBusiness and Industry
How would an hotel employee handle a guest's complaint about the delay of room cleaning?
June 12, 2015 6:21AM
I'm not an expert in hospitality, but I'd start with the basics:
- Apologize for your delay, even if it wasn't your (personal) fault.
- Offer an explanation, but not as an excuse. "The hotel experienced a leaking pipe, which required extra time to clean up the guest's bathroom. I'm very sorry this delayed me in getting to your room."
- Ask if there is anything that needs attention immediately, before you do your regular duties.
- Ask if this is a good time now for you to do your clean-up.
- If the hotel has any 'make up' policies, like a complimentary gift or something, offer it.
- State that you will convey to the manager their complaint or concern.
- Be friendly, but quick as you work. Be thorough but efficient.
- Before you leave ask if they are satisfied; if there is anything else you can do.
- If the manager had anything else to offer, and you are delegated to tell the guest, return and offer the perk or gift or whatever it is.