An assessemnt of key hotel guest contract personnel in handling guest complaints

Alaa Tantawy, Erwin Losekoot

    Research output: Contribution to journalArticlepeer-review

    11 Citations (Scopus)


    The quality of a guest's hotel experience is frequently dependent on the consistency with which hotel standards of service are applied. Where the existing systems break down, guests will complain. This should be viewed as an opportunity for the hotel's management. However, some hotel direct guest contact personnel may view guest complaints as causes for panic rather than opportunities for improving the hotel operation. Guests whose complaints were resolved satisfactorily were willing to return back to the hotel. Proficiency in handling their complaints results in greater guest satisfaction and loyalty. The application of the research will be on Hotel Assistant Managers/Guest Relations Agents to investigate whether they are applying the necessary steps and techniques to solve guests' complaints related either to tangible or intangible products in hotels. Results indicate that Hotel Assistant Managers and Guest Relations Agents could improve their effectiveness in handling guests' complaints. Assistant Managers were found in this study to be better at handling complaints than Guest Relations Agents.
    Original languageEnglish
    Pages (from-to)21-43
    Number of pages22
    JournalJournal of Quality Assurance in Hospitality and Tourism
    Issue number4
    Publication statusPublished - 2001


    • handling complaints
    • service quality
    • service recovery
    • customer retention
    • guest satisfaction
    • hotel management


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