You're juggling customer feedback and daily operations in hospitality. How do you decide what to prioritize?

As the guest is regarded as the God even when we welcome them into our homes in our culture, it is not only crucial to listen but to understand them and then come forward with a solution bases on their feedback. Hospitality is all about giving them a feeling of a "home away from home".

Listening and understand the guest most important thing before all the action we need to take. I always remind my team and tell them.

The most important aspect of listening to a customer is empathy. Truly try to understand their perspective and feel their pain. An almost foolproof method for this is explained in the book "It Doesn't Have to Be Crazy at Work." When a customer complains, imagine you have two cards. One says, "This is a really bad, end-of-the-world problem," and the other says, "It's no big deal, don't make a scene." Whichever card you choose, the customer will pick the opposite. If you downplay the issue, they'll escalate it. If you acknowledge it as serious, they'll downplay it, feeling heard. Throughout my hospitality career, I've used this approach to consistently achieve positive results, regardless of the issue.

When we know well the previous comments of guests then, we will reach the desired level of satisfaction, more information collected from all departments high satisfaction we get

It is utmost important to first listen to what the guest has to say. Only once u listen to your guest needs or feedback you will be able to come up with the required solution.

Swift action is often necessary to minimize disruptions and ensure guest satisfaction. As the saying goes, "an immediate fix can be favorable to edit the mix." An immediate apology helps in connecting with the guest. While connecting with Housekeeping to expedite the process, it is important to ensure the guest's comfort in whatever way possible, such as offering a complimentary beverage or snack, or access to a lounge area, providing a comfortable space for them to relax while they are regularly updated on the progress of their room. To add a final touch, offering a gesture of goodwill after they have checked in can turn a potentially negative experience into a positive one, reinforcing our commitment to excellent service.

İf we understand what our guest need, we should Fix their issue ASAP , but right way. We can use different approach for each guest. The important thing, make sure after we solve the issue, we should check the

Having applied the previous 6 points individually, ensure the communication to internal and external stakeholders of said actions is effective and efficient. Walk the talk! The team/stakeholders will absorb and support (aka.: Monkey see - Monkey do)! Additionally above approach transforms guests into „ambassadors“. Is it easy? No. Does it work? Yes. Because: If you don‘t stand for something, you will fall for almost anything.

How I would do things is a bit different. Implement Feedback Culture: Punish non-reporting of issues but discuss and create SOPs for reported issues. Listen Carefully: Gather feedback from all stakeholders and provide immediate short-term resolutions for customer issues. Detailed explanation given under the same point of LinkedIn (must read) Plan and Communicate: Create a plan with clear timelines, underpromise, and overdeliver. Do It Personally: Implement and supervise solutions firsthand. Train and Supervise: Train staff on SOPs and consistently supervise. Since you have done everything personally the first, you would have a good idea what is feasible. Seek Improvements: Continuously gather feedback and look for improvements.