What is the second step in resolving a guest complaint?

The second step in resolving a guest complaint is to listen to the guest. Listening is crucial because it allows the guest to fully express their concerns, ensuring that their feelings are validated and understood. This step is essential for gathering all the necessary information regarding the issue, which helps in finding an appropriate solution. By actively listening, you demonstrate empathy and show the guest that their experience is important, which can help de-escalate the situation. This foundational step sets the stage for effective communication and resolution.

Remaining calm is certainly an important aspect of handling complaints, but it's more about managing your own emotional response rather than addressing the guest's needs at this stage. While apologizing is a key component of the complaint resolution process, it typically comes after acknowledging the guest's concerns through attentive listening. Thanking the guest can reinforce positive engagement, but it’s generally more effective to do so once the complaint has been addressed and resolved.