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Guest always right
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#2 Guest:passing by
Posted 17 February 2011 - 10:06 PM
theyre almost never right.
but...
you have no grounds to argue with them, not if your property has any form of service standard anyway.
depending on situations, sometimes the best option IS to say you are wrong. time is money, you cannot afford to waste anytime sometimes. its all situational... you must realise where you can afford and not afford to say you are wrong. you'll prob apologize and say you're wrong if its only going to cost you a few in room amenities. you'll prob think again if by apologizing it meant that you admit you have done wrong and caused bodily harm to a guest.. which will cost you more than an arm and a leg.
#3 Guest:MY Jiko
Posted 26 February 2011 - 04:57 AM
Different strokes for different folks.
Once previously my Director "banished" a fussy guest and ask them never to return again.
Do what works out well both for you and the organization.
There are no hard and fast rules.
But keep close to your "Innkeepers Act".
#4 Guest:hotel expat
Posted 26 February 2011 - 05:43 AM
the guest is not always right but they are always a guest
#5
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Posted 24 March 2011 - 09:00 AM
Guests are not always right in some case you have to put your feet down.. however still they are who paying our salary 
#6
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Posted 27 March 2011 - 01:57 AM
Guests are always right, definately agree. But need to add some of them in blacklists, I am sure every property has their own blacklists. 
#7
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Posted 30 March 2011 - 08:24 PM
The guest is NOT always right but should always be given the impression that they are.
#8
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Posted 06 April 2011 - 12:56 PM
Regardless of who is right we are in the business of hospitality and rather than "arguing" we should be finding out what is that the guest really wants or needs.
I found numerous guests that were not right, but rather frustrated about something that had not anything to do with the property, the product or the service. They had a terrible flight... the underground was not working... their partners do not satisfy them... they came straight out of the red eye and the room is not ready at 6pm in the morning...
And the only person they can take it on is the receptionist, as this person, arguably, is a professional that will not argue with a guest.
I found numerous guests that were not right, but rather frustrated about something that had not anything to do with the property, the product or the service. They had a terrible flight... the underground was not working... their partners do not satisfy them... they came straight out of the red eye and the room is not ready at 6pm in the morning...
And the only person they can take it on is the receptionist, as this person, arguably, is a professional that will not argue with a guest.
#9
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Posted 28 September 2011 - 09:00 AM
Agreed, however we can say no by saying yes - offer them options instead.
#10
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Posted 28 January 2012 - 07:45 AM
Anyway you have to find a solution to make the guest happy and happy yourself and Hotel.The only thing is never compromise with guest about payment !!!
#11
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Posted 30 January 2012 - 09:18 AM
Dearest Tip of Borneo, do YOU believe that guests are always right? Klaus
#12
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Posted 09 February 2012 - 02:06 AM
Tip oB-
NO they are NOT always right.
Just shut up grin and bear it and say, "Thank you have a wonderful day"
Give them what they want.
Charge them for what they broke.
Put them on the black list.
Give them a comp.
...move on.
#13
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Posted 09 February 2012 - 09:37 AM
Hi
you want his money and if he is a good customer to have him return back to your property
so,even if he is a difficult,but reasonable guest,you try to meet his needs
if he is not reasonable and according to your situation to be able to not need him,put him,after finishing the situation,on your blacklist
best regards
expat
you want his money and if he is a good customer to have him return back to your property
so,even if he is a difficult,but reasonable guest,you try to meet his needs
if he is not reasonable and according to your situation to be able to not need him,put him,after finishing the situation,on your blacklist
best regards
expat
Tip of Borneo, on 13 February 2011 - 06:53 PM, said:
Do you believe with this slogan �Guest always right � ?
#14
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Posted 13 February 2012 - 10:23 AM
The guest is not always right... you just have to let them believe they are!
#15
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Posted 14 February 2012 - 10:09 AM
Very often guest not right and very often guests very emotional but it is important to keep patience and in normal way explained everything and to be maximum polite so not damage hotel reputation so guest must be satisfied and not make bad crazy posts at booking.com for example
#16
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Posted 02 March 2012 - 01:32 PM
AinV, on 09 February 2012 - 02:06 AM, said:
Tip oB-
NO they are NOT always right.
Just shut up grin and bear it and say, "Thank you have a wonderful day"
Give them what they want.
Charge them for what they broke.
Put them on the black list.
Give them a comp.
...move on.
perfect.
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