SlideShare a Scribd company logo
1 of 11
Handling An Angry
Guest
Presented By : www.gajananshirke.com
www.gajananshirke.com
Are You Expert Enough To Solve Your
Hotel Guest Complaints ? ? ?
๏‚— There is a certain amount of expertise required when handling customer
complaints in a hotel. Most of the time, the complaint comes to the hotel
receptionist, who should have the skill and knowledge to handle it effectively.
๏‚— It is not necessary a complaint does always have to be voiced, It can
also be unvoiced. Hence, hotel staff should be able to address both types of
complaints. It is important to remember that the hotel exists because of
the guests only and if guests no longer stay at the hotel due to dissatisfaction
then there will be no hotel. A part of the front officeโ€™s responsibility is to serve
the customer well and this is evident in the way they handle problem.
๏‚— Ahead are some tips that will help you how to handle customer complaints
at your hotel effectively and ensure customer satisfaction.
www.gajananshirke.com
Allow Your Customer To Speak
๏‚— It is important that you give a patient ear to the customer while he is complaining
and do not make an effort to interrupt. The customer is already angry and the
interruption will cause his or her temper to flare even further.
๏‚— Allow the customer to describe, in detail, the reason for their unhappiness with the
hotel or its service. The customer may yell and shout, but the front office staff should
never take it personally. Instead the staff should concentrate on resolving the issue.
While you can ask questions to understand the reasons better, it is important that you
let the customer speak out his mind.
๏‚— Ask open-ended questions if you are not clear about the issue and this will show the
customer you are genuinely interested in understanding their problem and resolving it.
It will help the customer calm down and speak more coherently. As a receptionist, you
should be aware of the difference between a genuine problem that requires solving and
a situation where the customer is venting his frustration. So, listen to the complaint
carefully to find out what is really troubling the customer.
www.gajananshirke.com
Guests Are The Best Advertisement Of Hotel
๏‚— Hotels should never forget that the best way to advertise their service is
through a satisfied customer. If a customer is dissatisfied, he will give
negative feedback and bad reviews about the hotel and its services.
๏‚— This will have far-reaching consequences, as many customers now use
online sites to provide feedback about hotels. Other potential guests read
this and use it to base their decisions on whether to use the hotel or not.
๏‚— On the other hand, if a customer leaves the hotel satisfied, not only will he
give positive feedback, he will return with friends and family the next time
he is in town.
www.gajananshirke.com
Respect Guests Whatever They Be
๏‚— Regardless of the customerโ€™s race, language, appearance
or culture, he or she should be treated with respect and
made to feel valued and special. This should be
throughout all departments of the hotel.
๏‚— When you respect your customers, you will make
an effort to meet their needs, leading them to be satisfied.
www.gajananshirke.com
Handle The Complaints Smoothly
๏‚— When dealing with an irate customer face-to-face or over the phone,
it is important to be professional and courteous. Using a polite tone and
demeanor will let you show the customer that you are making an effort to
understand the situation and can help in defusing it.
๏‚— You should not show your nervousness, as this creates an impression of
uncertainty and adds fuel to the fire. By being calm and confident, you will
have a more positive effect. The fact that a customer approaches you should
be an indication that he believes you will be able to help and resolve his
problem. Also, handle the complaint positively. See it as an opportunity to
improve customer service rather than taking it personally.
๏‚— Give your customers alternatives and suggestions if a particular service is
not available. Try to convince the customer that you have made a note of
their suggestions and show your appreciation by telling them that you will
ask management to implement them as soon as possible.
www.gajananshirke.com
Put Yourself In Customerโ€™s Position
๏‚— If you look at the situation or problem from the customerโ€™s
perspective, you will be able to better understand their
frustration and/or anger. Even if you are not wrong or not
part of the problem, it is important you issue an apology to
the customer.
๏‚— The apology should be issued even if the customer is angry
and yelling at the top of his lungs. Empathizing with the
customer is a good way to handle customer complaints as it
shows them that you understand what they are going through.
It will help defuse the situation.
www.gajananshirke.com
Take Responsibility To Resolve
Customerโ€™s Problem
๏‚— As much as possible, you should try to resolve the customerโ€™s problem.
Remember, the customer has come to you with the hope that you can help
them out. This is the time to show them that you are willing to aid them.
Unless the situation is something you cannot resolve or address.
๏‚— Avoid transferring the problem to another person but, If you do have to
take the complaint to someone else then, stay on the call until the other
person answers, first introduce the caller and transition the situation then
after make sure that person understands the problem very clearly and is
now full of aware the customerโ€™s name and problem.
๏‚— Never blindly transfer an angry caller, if the call is forwarded to a voicemail
box or gets disconnected, the customer will be more angry when they
call back.
www.gajananshirke.com
Ask Customer
To Suggest An Appropriate Solution
๏‚— Many times asking the customer to suggest an appropriate solution
can go a long way in diffusing the situation. Also, if the solution is reasonable
and you have the authority, you can immediately act
upon it. If you do not have the authority, explain this to the customer and give
him a time frame within which his problem will be resolved.
๏‚— If the customer gives an unreasonable solution, be calm and explain why the
hotel cannot use it. Then give the customer an alternative to calm him down.
๏‚— It is important that you first apologize and then take action to resolve the
customerโ€™s problem. This transition should be seamless. Immediately after
apologizing for the inconvenience caused, you should inform the customer of
steps you will take to address his complaint and how long it will take. This is
only possible if you listen to the customerโ€™s complaint and understand it
completely.
www.gajananshirke.com
Follow Up The Problems With Customers
๏‚— Once a customerโ€™s problem has been resolved, it is important
that you follow up with him or her to find out whether he is
happy with the solution. This will allow you to confirm that
the problem has really been resolved and that the customer
is now happy with the services of the hotel.
๏‚— A follow up also makes the customer feel special and this can
make a huge difference in the overall impression that the
customer has about the hotel. A follow up can build customer
loyalty and pave the way to repeat business.
www.gajananshirke.com
The Key Of Success
๏‚— The key to running a successful hotel is customer service.
A big part of this is addressing customer complaints and
ensuring that these complaints are resolved to the
customerโ€™s satisfaction.
๏‚— Successful resolution will have a positive effect on
the customer, who will be more conducive to returning
to the hotel in the future, as the way the complaint was
handled and resolved makes the customer feel special and
shows him that the hotel is genuinely interested in keeping
its customers happy and satisfied.
www.gajananshirke.com

More Related Content

What's hot

Lesson 2 handling customer complaints (2)
Lesson 2   handling customer complaints (2)Lesson 2   handling customer complaints (2)
Lesson 2 handling customer complaints (2)Aznie Rahim
ย 
Customer Service in the restaurants
Customer Service in the restaurantsCustomer Service in the restaurants
Customer Service in the restaurantsBhavana Agarwal
ย 
Customer complaints are important
Customer complaints are importantCustomer complaints are important
Customer complaints are importantPatt Timlin
ย 
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-AlabiCOMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-AlabiMorolake Ojuola
ย 
Handling Customer Complaints
Handling Customer ComplaintsHandling Customer Complaints
Handling Customer ComplaintsMahadevan Shaamini
ย 
Compliant Handling
Compliant HandlingCompliant Handling
Compliant HandlingBhavana Agarwal
ย 
HANDLING OF CUSTOMER COMPLAINS
HANDLING OF CUSTOMER COMPLAINS HANDLING OF CUSTOMER COMPLAINS
HANDLING OF CUSTOMER COMPLAINS Debashish Dasgupta
ย 
Handling guest complaint
Handling guest complaintHandling guest complaint
Handling guest complaintpranjal joshi
ย 
Customer Service
Customer ServiceCustomer Service
Customer ServiceNanette Bajador
ย 
CONSUMER RELATIONSHIP MANAGEMENT ASIGNMENT
CONSUMER RELATIONSHIP MANAGEMENT ASIGNMENTCONSUMER RELATIONSHIP MANAGEMENT ASIGNMENT
CONSUMER RELATIONSHIP MANAGEMENT ASIGNMENTASHISHPANDIT
ย 
Handling customer complaints
Handling customer complaintsHandling customer complaints
Handling customer complaintsParesh Bhangale
ย 
Service excellence - Handling Complaint
Service excellence - Handling Complaint Service excellence - Handling Complaint
Service excellence - Handling Complaint Ismal Zeva
ย 
Customer Service Starts At The Front Desk: Admin's Best Practices
Customer Service Starts At The Front Desk: Admin's Best Practices Customer Service Starts At The Front Desk: Admin's Best Practices
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
ย 
Golden rules of complaints handling
Golden rules of complaints handlingGolden rules of complaints handling
Golden rules of complaints handlingHieroglifs International
ย 
Service no the art of saying no to your customer by ashish kapil
Service no the art of saying no to your customer by ashish kapilService no the art of saying no to your customer by ashish kapil
Service no the art of saying no to your customer by ashish kapilRahulSharma2647
ย 
Ppt on customer service module 2
Ppt on customer service module  2Ppt on customer service module  2
Ppt on customer service module 2shailey15
ย 
Frankfinn CRM Assignment 2020
Frankfinn CRM Assignment 2020Frankfinn CRM Assignment 2020
Frankfinn CRM Assignment 2020Ravindra Shinde
ย 
Customer care and compalin handling
Customer care and compalin handlingCustomer care and compalin handling
Customer care and compalin handlingkenalpatel
ย 

What's hot (20)

Lesson 2 handling customer complaints (2)
Lesson 2   handling customer complaints (2)Lesson 2   handling customer complaints (2)
Lesson 2 handling customer complaints (2)
ย 
Customer Service in the restaurants
Customer Service in the restaurantsCustomer Service in the restaurants
Customer Service in the restaurants
ย 
Customer complaints are important
Customer complaints are importantCustomer complaints are important
Customer complaints are important
ย 
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-AlabiCOMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
ย 
Handling Customer Complaints
Handling Customer ComplaintsHandling Customer Complaints
Handling Customer Complaints
ย 
Compliant Handling
Compliant HandlingCompliant Handling
Compliant Handling
ย 
HANDLING OF CUSTOMER COMPLAINS
HANDLING OF CUSTOMER COMPLAINS HANDLING OF CUSTOMER COMPLAINS
HANDLING OF CUSTOMER COMPLAINS
ย 
Handling guest complaint
Handling guest complaintHandling guest complaint
Handling guest complaint
ย 
Gs0 guests
Gs0  guestsGs0  guests
Gs0 guests
ย 
Customer Service
Customer ServiceCustomer Service
Customer Service
ย 
CONSUMER RELATIONSHIP MANAGEMENT ASIGNMENT
CONSUMER RELATIONSHIP MANAGEMENT ASIGNMENTCONSUMER RELATIONSHIP MANAGEMENT ASIGNMENT
CONSUMER RELATIONSHIP MANAGEMENT ASIGNMENT
ย 
Customer service training
Customer service trainingCustomer service training
Customer service training
ย 
Handling customer complaints
Handling customer complaintsHandling customer complaints
Handling customer complaints
ย 
Service excellence - Handling Complaint
Service excellence - Handling Complaint Service excellence - Handling Complaint
Service excellence - Handling Complaint
ย 
Customer Service Starts At The Front Desk: Admin's Best Practices
Customer Service Starts At The Front Desk: Admin's Best Practices Customer Service Starts At The Front Desk: Admin's Best Practices
Customer Service Starts At The Front Desk: Admin's Best Practices
ย 
Golden rules of complaints handling
Golden rules of complaints handlingGolden rules of complaints handling
Golden rules of complaints handling
ย 
Service no the art of saying no to your customer by ashish kapil
Service no the art of saying no to your customer by ashish kapilService no the art of saying no to your customer by ashish kapil
Service no the art of saying no to your customer by ashish kapil
ย 
Ppt on customer service module 2
Ppt on customer service module  2Ppt on customer service module  2
Ppt on customer service module 2
ย 
Frankfinn CRM Assignment 2020
Frankfinn CRM Assignment 2020Frankfinn CRM Assignment 2020
Frankfinn CRM Assignment 2020
ย 
Customer care and compalin handling
Customer care and compalin handlingCustomer care and compalin handling
Customer care and compalin handling
ย 

Similar to C omplaint handling

Front Man service selling techniques
Front Man service selling techniquesFront Man service selling techniques
Front Man service selling techniquesNaeem siddiqui
ย 
Customer service techniques for pharmacists.ppt
Customer service techniques for pharmacists.pptCustomer service techniques for pharmacists.ppt
Customer service techniques for pharmacists.pptDr. Vir Vikram
ย 
Customer service
Customer serviceCustomer service
Customer serviceSimon Perez
ย 
On Customer Service by Delicia Powell
On Customer Service by Delicia PowellOn Customer Service by Delicia Powell
On Customer Service by Delicia PowellJY Pathways
ย 
customercomplaintmanagement-130225051416-phpapp01.pdf
customercomplaintmanagement-130225051416-phpapp01.pdfcustomercomplaintmanagement-130225051416-phpapp01.pdf
customercomplaintmanagement-130225051416-phpapp01.pdfAradhitaDeb2
ย 
Customercomplaintmanagement SIDDANNA M BALAPGOL
Customercomplaintmanagement SIDDANNA M BALAPGOLCustomercomplaintmanagement SIDDANNA M BALAPGOL
Customercomplaintmanagement SIDDANNA M BALAPGOLSiddanna Balapgol
ย 
Customercomplaintmanagement 130225051416-phpapp01
Customercomplaintmanagement 130225051416-phpapp01Customercomplaintmanagement 130225051416-phpapp01
Customercomplaintmanagement 130225051416-phpapp01Siddanna Balapgol
ย 
turning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedback
turning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedbackturning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedback
turning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedbackMisael Hernandez V
ย 
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLES
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLESCUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLES
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
ย 
Handle the complaints in hospital
Handle the complaints in hospitalHandle the complaints in hospital
Handle the complaints in hospitalshyjobin
ย 
Customer Relationship Management Practical Knowledge
Customer Relationship Management Practical KnowledgeCustomer Relationship Management Practical Knowledge
Customer Relationship Management Practical KnowledgeShyam Swarup Khanal
ย 
How to Manage Bad Reviews in 5 Steps
How to Manage Bad Reviews in 5 Steps How to Manage Bad Reviews in 5 Steps
How to Manage Bad Reviews in 5 Steps Property Republic
ย 
Live chat etiquette in customer service
Live chat etiquette in customer serviceLive chat etiquette in customer service
Live chat etiquette in customer serviceCentrecom
ย 
Infographic 72 on "Customer Complaints" from ManageTrainLearn
Infographic 72 on "Customer Complaints" from ManageTrainLearnInfographic 72 on "Customer Complaints" from ManageTrainLearn
Infographic 72 on "Customer Complaints" from ManageTrainLearnManage Train Learn
ย 
Excellent customer service
Excellent customer serviceExcellent customer service
Excellent customer serviceDalhatu Usman
ย 
MGMT385DBR3211. Initial Question Service providers can deal wit.docx
MGMT385DBR3211. Initial Question Service providers can deal wit.docxMGMT385DBR3211. Initial Question Service providers can deal wit.docx
MGMT385DBR3211. Initial Question Service providers can deal wit.docxpauline234567
ย 
How to handle angry customers
How to handle angry customersHow to handle angry customers
How to handle angry customersMansi McArthur
ย 
Customer complain 2
Customer complain 2Customer complain 2
Customer complain 2kainatq
ย 

Similar to C omplaint handling (20)

Front Man service selling techniques
Front Man service selling techniquesFront Man service selling techniques
Front Man service selling techniques
ย 
Customer service techniques for pharmacists.ppt
Customer service techniques for pharmacists.pptCustomer service techniques for pharmacists.ppt
Customer service techniques for pharmacists.ppt
ย 
Customer service
Customer serviceCustomer service
Customer service
ย 
On Customer Service by Delicia Powell
On Customer Service by Delicia PowellOn Customer Service by Delicia Powell
On Customer Service by Delicia Powell
ย 
Chat etiquette (pro)
Chat etiquette (pro)Chat etiquette (pro)
Chat etiquette (pro)
ย 
customercomplaintmanagement-130225051416-phpapp01.pdf
customercomplaintmanagement-130225051416-phpapp01.pdfcustomercomplaintmanagement-130225051416-phpapp01.pdf
customercomplaintmanagement-130225051416-phpapp01.pdf
ย 
Customercomplaintmanagement SIDDANNA M BALAPGOL
Customercomplaintmanagement SIDDANNA M BALAPGOLCustomercomplaintmanagement SIDDANNA M BALAPGOL
Customercomplaintmanagement SIDDANNA M BALAPGOL
ย 
Customercomplaintmanagement 130225051416-phpapp01
Customercomplaintmanagement 130225051416-phpapp01Customercomplaintmanagement 130225051416-phpapp01
Customercomplaintmanagement 130225051416-phpapp01
ย 
turning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedback
turning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedbackturning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedback
turning-complaints-into-opportunities-a-guide-for-handling-hotel-guest-feedback
ย 
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLES
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLESCUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLES
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLES
ย 
Handle the complaints in hospital
Handle the complaints in hospitalHandle the complaints in hospital
Handle the complaints in hospital
ย 
Customer service
Customer serviceCustomer service
Customer service
ย 
Customer Relationship Management Practical Knowledge
Customer Relationship Management Practical KnowledgeCustomer Relationship Management Practical Knowledge
Customer Relationship Management Practical Knowledge
ย 
How to Manage Bad Reviews in 5 Steps
How to Manage Bad Reviews in 5 Steps How to Manage Bad Reviews in 5 Steps
How to Manage Bad Reviews in 5 Steps
ย 
Live chat etiquette in customer service
Live chat etiquette in customer serviceLive chat etiquette in customer service
Live chat etiquette in customer service
ย 
Infographic 72 on "Customer Complaints" from ManageTrainLearn
Infographic 72 on "Customer Complaints" from ManageTrainLearnInfographic 72 on "Customer Complaints" from ManageTrainLearn
Infographic 72 on "Customer Complaints" from ManageTrainLearn
ย 
Excellent customer service
Excellent customer serviceExcellent customer service
Excellent customer service
ย 
MGMT385DBR3211. Initial Question Service providers can deal wit.docx
MGMT385DBR3211. Initial Question Service providers can deal wit.docxMGMT385DBR3211. Initial Question Service providers can deal wit.docx
MGMT385DBR3211. Initial Question Service providers can deal wit.docx
ย 
How to handle angry customers
How to handle angry customersHow to handle angry customers
How to handle angry customers
ย 
Customer complain 2
Customer complain 2Customer complain 2
Customer complain 2
ย 

More from Gajanan Shirke

4_1_Tastes_of_India_emailer.pdf
4_1_Tastes_of_India_emailer.pdf4_1_Tastes_of_India_emailer.pdf
4_1_Tastes_of_India_emailer.pdfGajanan Shirke
ย 
4. Purchasing Control.pdf
4. Purchasing Control.pdf4. Purchasing Control.pdf
4. Purchasing Control.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Profit and loss essentials.pdf
Typsy Certificate - Gajanan Shirke - Profit and loss essentials.pdfTypsy Certificate - Gajanan Shirke - Profit and loss essentials.pdf
Typsy Certificate - Gajanan Shirke - Profit and loss essentials.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdf
Typsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdfTypsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdf
Typsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - The art of menu engineering.pdf
Typsy Certificate - Gajanan Shirke - The art of menu engineering.pdfTypsy Certificate - Gajanan Shirke - The art of menu engineering.pdf
Typsy Certificate - Gajanan Shirke - The art of menu engineering.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Effective communication with staff.pdf
Typsy Certificate - Gajanan Shirke - Effective communication with staff.pdfTypsy Certificate - Gajanan Shirke - Effective communication with staff.pdf
Typsy Certificate - Gajanan Shirke - Effective communication with staff.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Mise en place.pdf
Typsy Certificate - Gajanan Shirke - Mise en place.pdfTypsy Certificate - Gajanan Shirke - Mise en place.pdf
Typsy Certificate - Gajanan Shirke - Mise en place.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Introduction to leadership.pdf
Typsy Certificate - Gajanan Shirke - Introduction to leadership.pdfTypsy Certificate - Gajanan Shirke - Introduction to leadership.pdf
Typsy Certificate - Gajanan Shirke - Introduction to leadership.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdf
Typsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdfTypsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdf
Typsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Food safety and hygiene.pdf
Typsy Certificate - Gajanan Shirke - Food safety and hygiene.pdfTypsy Certificate - Gajanan Shirke - Food safety and hygiene.pdf
Typsy Certificate - Gajanan Shirke - Food safety and hygiene.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdf
Typsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdfTypsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdf
Typsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdfTypsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...
Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...
Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...Gajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Better food cost management.pdf
Typsy Certificate - Gajanan Shirke - Better food cost management.pdfTypsy Certificate - Gajanan Shirke - Better food cost management.pdf
Typsy Certificate - Gajanan Shirke - Better food cost management.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Time management for servers.pdf
Typsy Certificate - Gajanan Shirke - Time management for servers.pdfTypsy Certificate - Gajanan Shirke - Time management for servers.pdf
Typsy Certificate - Gajanan Shirke - Time management for servers.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdf
Typsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdfTypsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdf
Typsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Gin cocktails.pdf
Typsy Certificate - Gajanan Shirke - Gin cocktails.pdfTypsy Certificate - Gajanan Shirke - Gin cocktails.pdf
Typsy Certificate - Gajanan Shirke - Gin cocktails.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Training fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Training fundamentals.pdfTypsy Certificate - Gajanan Shirke - Training fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Training fundamentals.pdfGajanan Shirke
ย 
Typsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdf
Typsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdfTypsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdf
Typsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdfGajanan Shirke
ย 

More from Gajanan Shirke (20)

4_1_Tastes_of_India_emailer.pdf
4_1_Tastes_of_India_emailer.pdf4_1_Tastes_of_India_emailer.pdf
4_1_Tastes_of_India_emailer.pdf
ย 
4. Purchasing Control.pdf
4. Purchasing Control.pdf4. Purchasing Control.pdf
4. Purchasing Control.pdf
ย 
Barbeque.pdf
Barbeque.pdfBarbeque.pdf
Barbeque.pdf
ย 
Typsy Certificate - Gajanan Shirke - Profit and loss essentials.pdf
Typsy Certificate - Gajanan Shirke - Profit and loss essentials.pdfTypsy Certificate - Gajanan Shirke - Profit and loss essentials.pdf
Typsy Certificate - Gajanan Shirke - Profit and loss essentials.pdf
ย 
Typsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdf
Typsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdfTypsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdf
Typsy Certificate - Gajanan Shirke - Social media for hospitality businesses.pdf
ย 
Typsy Certificate - Gajanan Shirke - The art of menu engineering.pdf
Typsy Certificate - Gajanan Shirke - The art of menu engineering.pdfTypsy Certificate - Gajanan Shirke - The art of menu engineering.pdf
Typsy Certificate - Gajanan Shirke - The art of menu engineering.pdf
ย 
Typsy Certificate - Gajanan Shirke - Effective communication with staff.pdf
Typsy Certificate - Gajanan Shirke - Effective communication with staff.pdfTypsy Certificate - Gajanan Shirke - Effective communication with staff.pdf
Typsy Certificate - Gajanan Shirke - Effective communication with staff.pdf
ย 
Typsy Certificate - Gajanan Shirke - Mise en place.pdf
Typsy Certificate - Gajanan Shirke - Mise en place.pdfTypsy Certificate - Gajanan Shirke - Mise en place.pdf
Typsy Certificate - Gajanan Shirke - Mise en place.pdf
ย 
Typsy Certificate - Gajanan Shirke - Introduction to leadership.pdf
Typsy Certificate - Gajanan Shirke - Introduction to leadership.pdfTypsy Certificate - Gajanan Shirke - Introduction to leadership.pdf
Typsy Certificate - Gajanan Shirke - Introduction to leadership.pdf
ย 
Typsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdf
Typsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdfTypsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdf
Typsy Certificate - Gajanan Shirke - Front desk check-in and check-out.pdf
ย 
Typsy Certificate - Gajanan Shirke - Food safety and hygiene.pdf
Typsy Certificate - Gajanan Shirke - Food safety and hygiene.pdfTypsy Certificate - Gajanan Shirke - Food safety and hygiene.pdf
Typsy Certificate - Gajanan Shirke - Food safety and hygiene.pdf
ย 
Typsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdf
Typsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdfTypsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdf
Typsy Certificate - Gajanan Shirke - Exercise tips for hospitality workers.pdf
ย 
Typsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdfTypsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Guest experience fundamentals.pdf
ย 
Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...
Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...
Typsy Certificate - Gajanan Shirke - Improving hospitality business operation...
ย 
Typsy Certificate - Gajanan Shirke - Better food cost management.pdf
Typsy Certificate - Gajanan Shirke - Better food cost management.pdfTypsy Certificate - Gajanan Shirke - Better food cost management.pdf
Typsy Certificate - Gajanan Shirke - Better food cost management.pdf
ย 
Typsy Certificate - Gajanan Shirke - Time management for servers.pdf
Typsy Certificate - Gajanan Shirke - Time management for servers.pdfTypsy Certificate - Gajanan Shirke - Time management for servers.pdf
Typsy Certificate - Gajanan Shirke - Time management for servers.pdf
ย 
Typsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdf
Typsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdfTypsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdf
Typsy Certificate - Gajanan Shirke - WHS - Slips trips and falls.pdf
ย 
Typsy Certificate - Gajanan Shirke - Gin cocktails.pdf
Typsy Certificate - Gajanan Shirke - Gin cocktails.pdfTypsy Certificate - Gajanan Shirke - Gin cocktails.pdf
Typsy Certificate - Gajanan Shirke - Gin cocktails.pdf
ย 
Typsy Certificate - Gajanan Shirke - Training fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Training fundamentals.pdfTypsy Certificate - Gajanan Shirke - Training fundamentals.pdf
Typsy Certificate - Gajanan Shirke - Training fundamentals.pdf
ย 
Typsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdf
Typsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdfTypsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdf
Typsy Certificate - Gajanan Shirke - Introduction to hospitality management.pdf
ย 

Recently uploaded

The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...
The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...
The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...ranjana rawat
ย 
VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...
VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...
VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...Call Girls in Nagpur High Profile
ย 
Call Girls in Nashik Ila 7001305949 Independent Escort Service Nashik
Call Girls in Nashik Ila 7001305949 Independent Escort Service NashikCall Girls in Nashik Ila 7001305949 Independent Escort Service Nashik
Call Girls in Nashik Ila 7001305949 Independent Escort Service NashikCall Girls in Nagpur High Profile
ย 
Call Girls Sb Road Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Sb Road Call Me 7737669865 Budget Friendly No Advance BookingCall Girls Sb Road Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Sb Road Call Me 7737669865 Budget Friendly No Advance Bookingroncy bisnoi
ย 
VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...
VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...
VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...SUHANI PANDEY
ย 
Top Rated Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...
Top Rated  Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...Top Rated  Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...
Top Rated Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...Call Girls in Nagpur High Profile
ย 
Hinjewadi ( Call Girls ) Pune 6297143586 Hot Model With Sexy Bhabi Ready Fo...
Hinjewadi ( Call Girls ) Pune  6297143586  Hot Model With Sexy Bhabi Ready Fo...Hinjewadi ( Call Girls ) Pune  6297143586  Hot Model With Sexy Bhabi Ready Fo...
Hinjewadi ( Call Girls ) Pune 6297143586 Hot Model With Sexy Bhabi Ready Fo...tanu pandey
ย 
(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...
(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...
(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...ranjana rawat
ย 
Top Rated Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...
Top Rated  Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...Top Rated  Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...
Top Rated Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...Call Girls in Nagpur High Profile
ย 
Low Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur Escorts
Low Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur EscortsLow Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur Escorts
Low Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur Escortsranjana rawat
ย 
Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...
Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...
Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...akbard9823
ย 
The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...
The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...
The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...ranjana rawat
ย 
Top Rated Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...
Top Rated  Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...Top Rated  Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...
Top Rated Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...Call Girls in Nagpur High Profile
ย 
Top Rated Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...
Top Rated  Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...Top Rated  Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...
Top Rated Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...Call Girls in Nagpur High Profile
ย 
Shake Shack: A Sustainable Burger Strategy
Shake Shack: A Sustainable Burger StrategyShake Shack: A Sustainable Burger Strategy
Shake Shack: A Sustainable Burger Strategykoolestankit
ย 
VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...
VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...
VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...SUHANI PANDEY
ย 
VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...
VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...
VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...SUHANI PANDEY
ย 
VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...
VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...
VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...SUHANI PANDEY
ย 
VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...
VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...
VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...SUHANI PANDEY
ย 

Recently uploaded (20)

The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...
The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...
The Most Attractive Pune Call Girls Sanghavi 8250192130 Will You Miss This Ch...
ย 
VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...
VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...
VVIP Pune Call Girls Viman Nagar (7001035870) Pune Escorts Nearby with Comple...
ย 
All Types๐Ÿ‘ฉOf Sex Call Girls In Mohali 9053900678 Romance Service Mohali Call ...
All Types๐Ÿ‘ฉOf Sex Call Girls In Mohali 9053900678 Romance Service Mohali Call ...All Types๐Ÿ‘ฉOf Sex Call Girls In Mohali 9053900678 Romance Service Mohali Call ...
All Types๐Ÿ‘ฉOf Sex Call Girls In Mohali 9053900678 Romance Service Mohali Call ...
ย 
Call Girls in Nashik Ila 7001305949 Independent Escort Service Nashik
Call Girls in Nashik Ila 7001305949 Independent Escort Service NashikCall Girls in Nashik Ila 7001305949 Independent Escort Service Nashik
Call Girls in Nashik Ila 7001305949 Independent Escort Service Nashik
ย 
Call Girls Sb Road Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Sb Road Call Me 7737669865 Budget Friendly No Advance BookingCall Girls Sb Road Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Sb Road Call Me 7737669865 Budget Friendly No Advance Booking
ย 
VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...
VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...
VIP Model Call Girls Wakad ( Pune ) Call ON 8005736733 Starting From 5K to 25...
ย 
Top Rated Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...
Top Rated  Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...Top Rated  Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...
Top Rated Pune Call Girls Dehu road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex S...
ย 
Hinjewadi ( Call Girls ) Pune 6297143586 Hot Model With Sexy Bhabi Ready Fo...
Hinjewadi ( Call Girls ) Pune  6297143586  Hot Model With Sexy Bhabi Ready Fo...Hinjewadi ( Call Girls ) Pune  6297143586  Hot Model With Sexy Bhabi Ready Fo...
Hinjewadi ( Call Girls ) Pune 6297143586 Hot Model With Sexy Bhabi Ready Fo...
ย 
(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...
(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...
(POOJA) Kalewadi Call Girls Just Call 7001035870 [ Cash on Delivery ] Pune Es...
ย 
Top Rated Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...
Top Rated  Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...Top Rated  Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...
Top Rated Pune Call Girls Yashwant Nagar โŸŸ 6297143586 โŸŸ Call Me For Genuine ...
ย 
Low Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur Escorts
Low Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur EscortsLow Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur Escorts
Low Rate Call Girls Nagpur Esha Call 7001035870 Meet With Nagpur Escorts
ย 
Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...
Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...
Vikas Nagar #Dating Call Girls Lucknow Get 50% Off On VIP Escorts Service ๐Ÿ‡ 8...
ย 
The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...
The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...
The Most Attractive Pune Call Girls Tingre Nagar 8250192130 Will You Miss Thi...
ย 
Top Rated Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...
Top Rated  Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...Top Rated  Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...
Top Rated Pune Call Girls JM road โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Ser...
ย 
Top Rated Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...
Top Rated  Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...Top Rated  Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...
Top Rated Pune Call Girls Baner โŸŸ 6297143586 โŸŸ Call Me For Genuine Sex Servi...
ย 
Shake Shack: A Sustainable Burger Strategy
Shake Shack: A Sustainable Burger StrategyShake Shack: A Sustainable Burger Strategy
Shake Shack: A Sustainable Burger Strategy
ย 
VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...
VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...
VIP Model Call Girls Handewadi ( Pune ) Call ON 8005736733 Starting From 5K t...
ย 
VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...
VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...
VIP Model Call Girls Swargate ( Pune ) Call ON 8005736733 Starting From 5K to...
ย 
VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...
VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...
VIP Model Call Girls Wadgaon Sheri ( Pune ) Call ON 8005736733 Starting From ...
ย 
VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...
VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...
VIP Model Call Girls Mundhwa ( Pune ) Call ON 8005736733 Starting From 5K to ...
ย 

C omplaint handling

  • 1. Handling An Angry Guest Presented By : www.gajananshirke.com www.gajananshirke.com
  • 2. Are You Expert Enough To Solve Your Hotel Guest Complaints ? ? ? ๏‚— There is a certain amount of expertise required when handling customer complaints in a hotel. Most of the time, the complaint comes to the hotel receptionist, who should have the skill and knowledge to handle it effectively. ๏‚— It is not necessary a complaint does always have to be voiced, It can also be unvoiced. Hence, hotel staff should be able to address both types of complaints. It is important to remember that the hotel exists because of the guests only and if guests no longer stay at the hotel due to dissatisfaction then there will be no hotel. A part of the front officeโ€™s responsibility is to serve the customer well and this is evident in the way they handle problem. ๏‚— Ahead are some tips that will help you how to handle customer complaints at your hotel effectively and ensure customer satisfaction. www.gajananshirke.com
  • 3. Allow Your Customer To Speak ๏‚— It is important that you give a patient ear to the customer while he is complaining and do not make an effort to interrupt. The customer is already angry and the interruption will cause his or her temper to flare even further. ๏‚— Allow the customer to describe, in detail, the reason for their unhappiness with the hotel or its service. The customer may yell and shout, but the front office staff should never take it personally. Instead the staff should concentrate on resolving the issue. While you can ask questions to understand the reasons better, it is important that you let the customer speak out his mind. ๏‚— Ask open-ended questions if you are not clear about the issue and this will show the customer you are genuinely interested in understanding their problem and resolving it. It will help the customer calm down and speak more coherently. As a receptionist, you should be aware of the difference between a genuine problem that requires solving and a situation where the customer is venting his frustration. So, listen to the complaint carefully to find out what is really troubling the customer. www.gajananshirke.com
  • 4. Guests Are The Best Advertisement Of Hotel ๏‚— Hotels should never forget that the best way to advertise their service is through a satisfied customer. If a customer is dissatisfied, he will give negative feedback and bad reviews about the hotel and its services. ๏‚— This will have far-reaching consequences, as many customers now use online sites to provide feedback about hotels. Other potential guests read this and use it to base their decisions on whether to use the hotel or not. ๏‚— On the other hand, if a customer leaves the hotel satisfied, not only will he give positive feedback, he will return with friends and family the next time he is in town. www.gajananshirke.com
  • 5. Respect Guests Whatever They Be ๏‚— Regardless of the customerโ€™s race, language, appearance or culture, he or she should be treated with respect and made to feel valued and special. This should be throughout all departments of the hotel. ๏‚— When you respect your customers, you will make an effort to meet their needs, leading them to be satisfied. www.gajananshirke.com
  • 6. Handle The Complaints Smoothly ๏‚— When dealing with an irate customer face-to-face or over the phone, it is important to be professional and courteous. Using a polite tone and demeanor will let you show the customer that you are making an effort to understand the situation and can help in defusing it. ๏‚— You should not show your nervousness, as this creates an impression of uncertainty and adds fuel to the fire. By being calm and confident, you will have a more positive effect. The fact that a customer approaches you should be an indication that he believes you will be able to help and resolve his problem. Also, handle the complaint positively. See it as an opportunity to improve customer service rather than taking it personally. ๏‚— Give your customers alternatives and suggestions if a particular service is not available. Try to convince the customer that you have made a note of their suggestions and show your appreciation by telling them that you will ask management to implement them as soon as possible. www.gajananshirke.com
  • 7. Put Yourself In Customerโ€™s Position ๏‚— If you look at the situation or problem from the customerโ€™s perspective, you will be able to better understand their frustration and/or anger. Even if you are not wrong or not part of the problem, it is important you issue an apology to the customer. ๏‚— The apology should be issued even if the customer is angry and yelling at the top of his lungs. Empathizing with the customer is a good way to handle customer complaints as it shows them that you understand what they are going through. It will help defuse the situation. www.gajananshirke.com
  • 8. Take Responsibility To Resolve Customerโ€™s Problem ๏‚— As much as possible, you should try to resolve the customerโ€™s problem. Remember, the customer has come to you with the hope that you can help them out. This is the time to show them that you are willing to aid them. Unless the situation is something you cannot resolve or address. ๏‚— Avoid transferring the problem to another person but, If you do have to take the complaint to someone else then, stay on the call until the other person answers, first introduce the caller and transition the situation then after make sure that person understands the problem very clearly and is now full of aware the customerโ€™s name and problem. ๏‚— Never blindly transfer an angry caller, if the call is forwarded to a voicemail box or gets disconnected, the customer will be more angry when they call back. www.gajananshirke.com
  • 9. Ask Customer To Suggest An Appropriate Solution ๏‚— Many times asking the customer to suggest an appropriate solution can go a long way in diffusing the situation. Also, if the solution is reasonable and you have the authority, you can immediately act upon it. If you do not have the authority, explain this to the customer and give him a time frame within which his problem will be resolved. ๏‚— If the customer gives an unreasonable solution, be calm and explain why the hotel cannot use it. Then give the customer an alternative to calm him down. ๏‚— It is important that you first apologize and then take action to resolve the customerโ€™s problem. This transition should be seamless. Immediately after apologizing for the inconvenience caused, you should inform the customer of steps you will take to address his complaint and how long it will take. This is only possible if you listen to the customerโ€™s complaint and understand it completely. www.gajananshirke.com
  • 10. Follow Up The Problems With Customers ๏‚— Once a customerโ€™s problem has been resolved, it is important that you follow up with him or her to find out whether he is happy with the solution. This will allow you to confirm that the problem has really been resolved and that the customer is now happy with the services of the hotel. ๏‚— A follow up also makes the customer feel special and this can make a huge difference in the overall impression that the customer has about the hotel. A follow up can build customer loyalty and pave the way to repeat business. www.gajananshirke.com
  • 11. The Key Of Success ๏‚— The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customerโ€™s satisfaction. ๏‚— Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied. www.gajananshirke.com