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Five Tips to Improve Hotel Customer Service with User Generated Reviews - your article and theory are much effective to our hospitality industry.
I would like to share of my knowledge as;
Suggestion: Guest complaints can be separated into four categories of problems: Mechanical, Attitudinal, Service-related, and unsual.

Measures: a. Most guest complaints relate to hotel equipment malfunctions. Mechanical complaints usually concern problems with lighting, electricity, room furnishings, door keys, televisions sets, and so on. Even an excellent preventive maintenance programme cannot completely eliminate all prtential equipment problems.

b. Guest may make attitudianal complaints when they feel insulted by rude or tactless hotel staff members. Guests who over hear staff conversation or who receive complaints from hotel staff members may also express attitudinal complaints.

c. Guests may make service-related complaints when they experience a problem with hotel service. Service-related complaints can be wide-ranging and about such things as long waiting time for service, lack of assistance with luggage, untidy rooms, phone difficulities, missed wake-up calls, cold or ill-prapared food, or ignored requests for additional supplies.

d. Guests may also complain about the absence of a tennis court, bad weather and so on. Hotel generally have little or no control over the circumstances surrounding (unsual complaints). None the less, guests sometimes expect the guest relations officer (front line staff) resolve or at least listen to such situaions. The front line staff should alert that on occassion guests may complain about things the staff can do nothing about.

Contribution: a. Effective use of the front line staff and maintenance work orders may help reduce the frequency of mechanical complaints.

b. The front line manager or associate (not guests) should listen and attend to the complaints and problem of staff. This can be especially critical to maintaining solid guest relations.

c. The front line staff generally receives more service related complaints when the hotel is operating at or near full occupacy, we have to remind to concern operational department and involved and solved up to the guest re-satisfy.

d. Through such orientation, staff will be better prepared to handle an unusual situation with appropriate guest relations techniques and avoid a potentially difficult encounter.

Please suggest to my knowledge of thesis from your opinion.

Thank you for your valuable article.

With kind regards,

Honey Thazin Aung
Director of Human Resources
Dusit Inya Lake Resort, 37 Kaba Aye Pagoda Road,Yangon, Myanmar
Phone +95 (1) 662866| Fax +95 (1) 665537| E-mail honey.ta@dusit.com|
www.dusit.com or www.globalhotelalliance.com

2007-11-21 Honey Thazin Aung