Previous Main Table of Content Print PDF Next
Section 4: Dealing with Guests
4.3. Interaction with Guests, Service and Attention
4.3.2. The Art of Being a Good Host

Solving Problems

The Host has a great responsibility for solving all the problems. The most frequent topics for complaints about accommodations are room, bathroom, food, untidiness, insects, noise, the weather etc. Your guests might have a complaint with or without a ground. The number of unsatisfied clients dramatically increases on bad weather days. You always should handle the problems calmly, smoothly and professionally. Never take things personally.

Rules of dealing with complaints:

  • You should apologize early in the conversation for the inconvenience – this will calm down the guest;
  • Listen carefully. You should not get into discussions, interrupt your guests or afford losing your
    temper. Let your guest say what he has to say, and he will be more open for your problem solving suggestions. Always remain patient, tactful and remember that a won argument costs you a lost client;
  • You should summarize the complaint to make sure that you understand it correctly;
  • You should tell the client what will be done about the problem, as guests always prefer to see the
    concrete action as a result of their complaint. Always keep your promise realistic;
  • You should conclude the discussion with thanking the guest, since he/she brought to your attention a
    problem, and this will help you improve the quality of your service in future.

Direct communication with the guests is the best way for the Host to find out whether his customers are satisfied, if the service is up to their expectations or they expectedsomething entirely different. The most common way of finding out the guest’s opinion (better than waiting for complaints) is asking a leaving guest to write a couple of lines in the Guest Book or to fill in a Feedback Questionnaire. Sometimes these ways are not very efficient, since the clients cut short their comments as they are already preoccupied with further travel and lack of time. The best approach for the Host is to ask the guest’s opinion informally, spontaneously in the conversation during their stay. In this way, you will have the best realistic picture of your accommodation and staff, and will be able to improve.

If you provide accommodation services in the house where you and your family live, there is another aspect of business important to mention - it is your privacy. As a host with many people around in your own house, you will need more patience and some other qualities than if you manage an accommodation business located separately. You need to realize that business will interfere in your private life. Your guests might ask a lot of questions late at night, early in the morning or when you are busy. Be aware that people may also invade your former private retreatsif you have not made a clear divide between their and your area. Regardless of your mood, you shall always be friendly and produce answers that will satisfy the guests, which sometimes requires a good deal of determination and tolerance. There exist some “remedies” alleviating such situations. So, for instance, separate facilities for guests and the owner (kitchen, living room, entrance) will greatly enhance the possibilities to control the number of contacts. Furthermore, you can establish House Rules and explicitly inform all guests about them, preventing in this way conflicts rather than solving them.

Previous 4.3.2. The Art of Being a Good Host           Dealing with Irritating Guest Next