Hotel Front Desk Agent how-to

How to Resolve a Guest Complaint

Fixing problems quickly builds loyalty.

Updated By the Career Education Institute Curriculum Team
Quick answer

Fixing problems quickly builds loyalty. In short: listen; apologize; offer, then complete the remaining steps below.

Step by step

  1. Listen fully.

  2. Apologize and empathize.

  3. Offer a solution.

  4. Act right away.

  5. Follow up.

  6. Log the issue.

Safety reminders for hotel front desk agents

  • Protect guest privacy and room numbers
  • Follow cash handling procedures
  • Know emergency procedures
  • Never give room keys without verification

PMS · Walk-in · No-show · Overbooking · Walking a guest · Upsell: see the full hotel front desk agent glossary.

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