When guest complains, listen too to your staff!!

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 made, system must be established and what cannot be lacking is SIMPLY a lot of "training".

© Tevabanchachai N. (2009), Honorary Advisor / Director, Mai-BS (THAILAND) http://mai-bs.com

© Tevabanchachai N. (2009), Program Director at Travel Industry Management Division and Acting General Manager at Salaya Pavilion Hotel and Training Center at Mahidol University International College http://www.mahidol.ac.th

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