Front Office – Guest Complaint Action Form

The Front Office – GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A... Complaint Action Form is a tool used by hotels to address any concerns or complaints raised by their guests. This form helps the hotel staff to document the issue reported by the guest, including the date, time, and location of the incident, as well as the name and room number of the guest.

The form also asks for a detailed description of the complaint and the steps taken by the staff to resolve it. This information is useful for the hotel management to identify any recurring issues that may need attention and to ensure that the hotel staff is properly trained to handle guest complaints.

The Front Office – Guest Complaint Action Form is an essential part of the hotel’s customer service strategy. By addressing guest complaints promptly and effectively, the hotel can maintain a positive reputation and ensure that its guests have a pleasant and memorable stay.

HotelA Hotel or Inn may be defined as an establishment whose primary business is providing lodging facili... Front Office Guest Complaint Action Form Sample 

Guest Complaint Action Form

Date: ……………………………

Room No: / Apartment: …………………….

Guest Name:…………………………………….

ReservationThe department that receives; documents and processes reservation requests. No / Booker:………………………………….

ArrivalThe time that an. guest registers into the hotel. / DepartureThe time when the in-house/resident guest leaves the hotel.:………………………………………………

Details of the Complaint:

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Action taken:

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Remarks/Notes by GM/HM/AHM:

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Prepared By-FOM/AFOM/DM: ……………………. 

Hotel ManagerManager is a person in the hotel operations who is assigned to manage or supervise a group of employ...: …………………..

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Front Office Guest Complaint Action Form

Date: [Date]

Guest Information:

• Name: [Guest’s Name]
• Room Number: [Room Number]
• Contact Information: [Phone Number/Email]

Complaint Details:

• Nature of Complaint: [Description of the complaint]
• Date and Time of Complaint: [Date and Time]
• Location of Incident: [Specify the location within the hotel]

Investigation:

• Staff Involved: [If applicable, specify the staff members involved]
• Witnesses: [If any, list the names of witnesses]
• Investigation Summary: [Brief summary of the investigation findings]

Resolution:

• Actions Taken: [Describe the steps taken to resolve the complaint]
• Resolution Date and Time: [Date and Time of resolution]
• Compensation/Recovery Offered: [Specify any compensation or recovery offered to the guest]

Preventive Measures:

• Steps to Prevent Recurrence: [Recommendations to prevent similar incidents in the future]
• Staff Training Needs: [Identify any training needs for staff to avoid similar issues]

Follow-up:

• Follow-up Date: [Specify a date for a follow-up with the guest]
• Follow-up Actions: [Describe any additional actions or follow-up communication]

Manager’s Comments:

• Manager’s Name: [Name of the Manager]
• Manager’s Signature: ___________________
• Date: [Date]

Guest Feedback:

• Guest’s Comments/Feedback: [Allow space for the guest to provide additional comments or feedback]

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This form should be completed promptly after receiving a guest complaint, and a copy can be retained for record-keeping purposes. The goal is to address the issue, satisfy the guest, and implement preventive measures to improve overall guest satisfaction.