Complaints and Incident Handling SOP

Procedure Steps

🗣️ Step 1: Acknowledge the Complaint

1. Listen attentively to the guest’s complaint.

2. Acknowledge the issue by saying:

   • “Thank you for bringing this to our attention. We will work on that right away.”

3. Begin resolving the issue promptly to show the guest that their satisfaction is a priority.

🧹 Step 2: Address Common Issues Directly

1. For linens, towels, toiletries, or basic room supplies:

   • Deliver these items directly to the guest or send available housekeeping staff.

2. For cleaning assistance:

   • Contact cleaning personnel to assist if available.

   • If cleaning personnel is unavailable, assist the guest yourself, following cleaning protocols from previous training.

3. For maintenance requests:

   • Contact the maintenance team if present.

   • If no one is available and the issue is within your ability to resolve safely, assist the guest.

   • For issues requiring special skills (e.g., electrical work), escalate to management immediately.

4. Confirm satisfaction: After addressing the issue, check in with the guest to ensure they are satisfied with the solution.

   • If the guest remains dissatisfied, escalate the matter to management via WhatsApp or phonecall.

📋 Step 3: Document the Complaint or Incident

1. WhatsApp Concierge Group:

   • Document the issue and the resolution status in the WhatsApp Concierge Group immediately after resolution.

2. Incident Diary Book:

   • Record the details in the Complaints, Incidents, and Daily Occurrences Diary in front of the guest whenever possible to show acknowledgment.

   • Include:

     • Date and time of the incident

     • Guest name and room number

     • Description of the complaint or incident

     • Actions taken and resolution status

     • Whether further follow-up or management review is required

📞 Step 4: Escalate to Management When Necessary

1. For issues requiring special skills or those unresolved after initial attempts, contact management directly in the WhatsApp group or by phone.

2. Management will determine if additional actions, such as compensation, are necessary and will communicate this to the guest as needed.

✍️ Step 5: Finalize Documentation

1. After confirming the issue is fully resolved, add final notes in the WhatsApp group and Incident Diary Book.

   • Record the guest’s response and any follow-up instructions from management.

   • If compensation was provided, document it accordingly.

Reference Material

• Cleaning Protocol SOP for assistance with in-room cleaning.