Krystal Resort Complaints Prevention Team Describes Their Initiative

Krystal Resort complaints prevention team understands that guests at a hotel are not always happy about the experience they are having. When they have a problem, they may want to tell someone in the hotel about the problem. The hope when they complain about something is that it will be resolved in a way that makes them happy. Hotels and resorts have procedures in place that help deal with guest complaints. What the guests do not realize is that they also have a complaints reduction team in place to help prevent the complaints from happening in the first place.

The role of this team is to find ways to keep problems from occurring to guests. The Krystal Resort complaints reduction team does not ignore the guests that complain. Instead they use the complaints that they do hear about to make improvements so that they do not occur again.

  • Comment cards – These can be left in rooms for guests to fill out. The information that is gathered can be done anonymously and that allows many guests to voice problems that they had.
  • Surveys – Surveys can be sent to guests to find out how their stay was. The results can be used to fix issues that are learned through the surveys that are returned.
  • Questions – If a guest has complained about something and are still staying at the hotel, a follow up question can help reduce future complaints. Krystal Resort complaints prevention team knows that this is another way to gather the information to keep the complaints from happening in the future.