When Guest Complains, Listen Too To Your Staff!!
Monday, July 13th, 2009By: Nate-tra Tevabanchachai
As a manager, have you ever reviewed what the service obstacles of your rank and file staff are?
Recently, I have been invited by the Office of Tourism Development, Ministry of Tourism and Sports to train rank and file staff in 4 provinces in Thailand. Two provinces out of the 4 are located in the Southern part of Thailand. Most of the staff representing the southern hotels have a great number of foreign guests, the other 2 hotels are at the eastern provinces and cater more for Asians. The attendees have been from the 2 to 5 stars resorts and unique boutique resorts. This time, the target plan has been for rank and file level employees from housekeeping, and bell service sections, however, others at management level or from other departments have been welcomed.
During training event, I faced some questions from participants which I like to share here. Some questions are quite innocent and with common sense development and more experience, they will excel soon. However, some questions and some situations show the our staff does face hardship many times. Senior managers and/or owners need to understand those issues and listen to their staff more.
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