GUEST COMPLAINTS- Hotel & Restaurant

Complaints must be handled correctly as they can affect the business reputation and income. Guests whose complaints are not handled correctly usually do not return to the hotel. Complaints will occur, but if handled correctly and efficiently, a scowl can be changed into a smile. Indeed, the guest may even apologize for bringing the complaint to someone’s attention.

Dealing with Complaints

The term complaint means “to express resentment or displeasure” or “to make a formal protest”. A complaint may be totally

WHAT IS HOSPITALITY MANAGEMENT ?

WHAT IS HOSPITALITY MANAGEMENT ?

When most people think of the hospitality industry, they usually think of hotels and restaurants. However, the true meaning of hospitality is much broader in scope. According to the Oxford English Dictionary, hospitality means “the reception and entertainment of guests, visitors or strangers with liberality and good will.” The word hospitality is derived from hospice, the term for a medieval house of rest for travelers and pilgrims. Hospice—a word that is clearly related to hospital—also referred to an early form of what we now call a nursing home.

Hospitality, then, not only includes hotels and restaurants but also refers to other kinds of institutions that offer shelter, food,