How To Handle Hotel Guests?

In my 10 years of experience working in a hotel industry, I have met different people from different nationalities, from different walks of life. I've encountered guests who were friendly while the others were
not. Some were kind enough to give tips to the employees and giving positive comments. While the others kept complaining about the hotel management and services.

No matter how we do our best, people always have something to complain. But how could we handle guests complains?

Here are the general ways to handle complains:

1. We need to ask appropriate questions to clarify problems and causes. But we need to stay calm no matter how angry or irate the guest is. 
2. We need to apologize regarding the cause of the problem. As what my superior always says, "Customer is always right".
3. Lastly offer a solution to the problem or escalate the situation if needed. 

Know for certain, that guests don't always look after how bigger the hotel and how famous it is. What is more important is how they are valued and the quality of the service they get. Guests always wanted to go back to a certain hotel where they find themselves comfortable and relaxing.

 Most of all they are also looking for a friendly staff. Therefore, it is also important for the employees to treat guests with a smile and be approachable always. It is also important to quickly attend to guests needs.

Effective Hotel Management comes not only from the amenities they can provide. But so as to the service they can give.