Front office management and staff should keep the following resolution guidelines in mind when handling guest complaints.
When expressing a complaint, the guest may be quite angry.Front office staff members should not make promises that exceed their authority. If a problem cannot be solved, front office staff should admit this to the guest early on.
Honesty is the best policy when dealing with guest complaints. Front office staff should be advised that some guests complain as part of their nature. The staff should develop an approach for dealing with such guests.