Hotel Management should always make sure that their staff is properly trained. A properly trained Front Desk Agent is key to the success of the hotel.

A customer may deal with a hair in the bathroom or bad food in the restaurant, but if the service is friendly, attentive and courteous, then they will continue to stay at your hotel. Apologize for the hair, do turn down service and leave them a fruit basket or something nice, and comp the food that they didn't like. "

Put him/her on your hot sheet and check for upcoming reservations with this guest. If you don't see any return visits, get someone to call to see what's up. Can you imagine the impact of that?

I guarantee that they will be back and with less complaints. Guests hate their complaints being ignored. Sometimes you will have to give money back but in the long run, it will make more profit. Now of course there are abusers out there so use your best judgment. But always remember - Service is very important.
By Amber Lee