Dealing with guest conflict is one of the toughest challenges employees face in the service industry. If mishandled, an on-property complaint can escalate into a negative online review. These reviews can deter potential guests and damage your business’s reputation and revenue. Preventing negative reviews should be a top priority in your strategy.
Managing guest conflict is important, so when a guest takes the time to bring an issue to your attention, it’s an opportunity to make things right. Your response will heavily influence the outcome. Here are six guidelines to help manage guest conflict, prevent negative reviews, and leave guests feeling positive about your business.
6 Takeaways
1. Manage expectations
2. Be aware of triggers
3. Maintain a positive attitude
4. Understand what upset guests want
5. Support, train & empower staff
6. Perform temperature checks
1. Manage expectations
Guest expectations about the quality, value, and service you offer start long before they walk through your door. Conflict can arise when these expectations aren’t met. Ensure that all promotional material, including your website and third-party listings, accurately reflects your business to prevent misunderstandings.
Avoid using superlatives such as “best value” or “ultra-luxurious” unless you’re confident in delivering consistently on these promises. Negative reviews often call out businesses that fail to meet such lofty claims. Instead, under-promise and over-deliver. Guests will be more satisfied when their expectations are exceeded.
2. Be aware of triggers
Many complaints stem from how staff handle problems when they’re first brought up. Triggers—things an employee does or says—can exacerbate a guest’s anger. Once emotions escalate, it becomes much harder to resolve the issue amicably.
Types of Triggers:
Visual triggers: Non-verbal cues like gestures, body language, facial expressions, and environment. A clenched jaw, folded arms, or avoiding eye contact may signal apathy or inflexibility to the guest. A messy environment or dishevelled appearance can also suggest a lack of professionalism. Show that you care by maintaining eye contact, using open body language, and keeping the workplace tidy.
Verbal triggers: What you say matters. Interrupting guests, denying responsibility, or citing policies can aggravate a tense situation. Avoid statements like “You should have” or “That’s not my problem.” Instead, focus on what you can do to help.
Vocal triggers: Tone, speed, and volume play a significant role in how your words are received. Speaking too quickly may irritate guests, while a slow or overly loud voice may come across as patronising. Strive to speak with clarity, in a calm and professional tone.
In face-to-face situations, visual and vocal cues take precedence. On phone calls, rely on vocal cues, while in written communication, word choice becomes paramount.
3. Maintain a positive attitude
Recognise that you, too, have triggers. If a guest says something offensive, it’s easy to become defensive. However, maintaining composure is crucial. Remind yourself that your role is to satisfy the guest, even when it requires setting aside personal feelings.
A positive attitude is essential. Instead of dreading interactions with upset guests, see them as challenges you can overcome. Tell yourself, “I can turn this situation around.” A positive approach and excellent service can defuse even the most irate guests.
4. Understand what upset guests want
Most guests are reasonable and don’t expect perfection. They understand mistakes happen, and their needs are usually straightforward. They want:
An empathetic ear: Put yourself in the guest’s shoes. Travel can be stressful, and hotels can be confusing. Reassure them that you’re there to help. Establish rapport by introducing yourself and using their name. Give them time to vent, listen carefully, and ask clarifying questions.
An apology: A sincere apology can diffuse tension. Even if the issue isn’t your fault, acknowledging their frustration and offering a genuine apology can go a long way toward calming the situation.
A quick solution: The longer the resolution takes, the more upset the guest will likely become. Avoid bouncing guests from person to person or making them repeat their story. Suggest solutions and work together to find a satisfactory outcome.
Follow-up: Let the guest know how and when you will follow up. Never make promises you can’t keep. Record the issue in their guest profile, inform your team, and take steps to ensure it doesn’t happen again. A follow-up call or a personal note in the guest’s room can reinforce your care and attention.
5. Support, train & empower staff
Equip your employees with the knowledge, training, and empowerment they need to resolve issues quickly. If staff know they have management’s backing, they’ll act more confidently when handling guest conflicts.
When guests make unreasonable demands, assess the cost of meeting the request versus the risk of not doing so. To reach a compromise, offer reasonable alternatives, such as partial compensation or discounts. If compensation isn’t possible, communicate that you’ll escalate the matter and provide a timeframe for a response.
In cases where guests threaten to write negative reviews if demands aren’t met, handle the situation professionally. Reviewing blackmail is against TripAdvisor’s terms of service, so file a review blackmail form with the Management Center. If a bad review follows, you can dispute it with documentation.
6. Perform temperature checks
Waiting until checkout to ask how a guest’s stay was may be too late. Their experience is complete by that point, and there’s little chance of resolving issues. Instead, perform “temperature checks” during the guest’s stay. Ask open-ended questions like, “How is everything so far?” If problems arise, resolve them before they escalate. Proactive engagement can prevent negative reviews and create positive experiences.
Reputation Management Systems can be valuable tools for gathering guest feedback before departure. Real-time alerts allow staff to respond promptly to issues, preventing negative reviews post-checkout.
You can turn dissatisfied guests into loyal advocates by showing genuine concern and addressing problems promptly. Make it your goal to change their story from “We had a problem” to “They resolved our issue, and we’ll definitely return.”
