How to deal with difficult clients in a difficult industry

Keith Attwell, hospitality industry veteran and GM of the hotel, explains, "Overseas guests arrived at the hotel after lunch one quiet Sunday afternoon and enquired as to what time they could expect dinner to be served. The guests were informed that, as the hotel was essentially vacant that day, the restaurant would only be open until 6pm and they were asked to pre-order their food."

The hotel's executive chef, Alfred Mohami, prepared a meal and took his leave 15 minutes before 6pm. According to Attwell, the guest's meals were kept hot for this short period and a variety of desserts were also made available.

Despite these arrangements, the guests later revealed via a review posted on the Internet that they had been unhappy with the food they were served and the fact that the chef had departed before they arrived at the restaurant. In addition, they complained about various other aspects, including a lack of pool cushions and the fact that the hotel reception desk was not manned throughout the night.

He admits that he and his team were initially perturbed due to the fact that this was the only negative review that the hotel had received for a long time since opening in 2008. Yet rather than being offended, Attwell took them in his stride and gathered his hotel staff together to discuss the review. The team set aside its surprise and was encouraged to share its thoughts and come up with some constructive solutions.

"Simply put, one cannot take such reviews personally, as negative comments are part of working in the hospitality industry. Indeed, such feedback offers us an opportunity to review our systems, improve our offering and dovetail our services more accurately with the needs of our guests."

Improvements implemented

The hotel has taken the reviewers' comments to heart. From now on, Mohami will stay on site until guests have finished their meal. Through this, guests are assured of a quality service and any complaints or requests can be directed to him immediately. Attwell adds that Mohami was professional in his response to the review and has accepted his additional responsibilities with good grace, as all industry professionals should.

The lack of pool cushions was an unusual oversight on the day. As for the unmanned reception desk, he explains that, as per South African regulations, four-star hotels such as this are not required to offer 24-hour reception services. However, in light of the review, Vaalnest has now commissioned night shift staff.

"Ultimately, it boils down to listening to what your guests have to say, as they reflect market trends and demands. The hospitality industry is constantly evolving and it is important to act on such feedback within reason and where appropriate."

In closing, Attwell remarks that although the hospitality industry can be tough, it can be incredibly rewarding too and even though it might not be possible to please everybody all the time, it is important still to try to do so.