no matter how hard the hotel staff tries, there will be problems,so some customers will make complaints.Here are the steps hotel staff numbers should follow when guests are making complaints.First,listen carefully to the customer and say nothing until the customer finishes complaining.Second,ask questions in a concerned manner to learn more detail about the problem.Then,put yourself in the customers shoes and think about how he or she feels at this moment.After that, apologize for the problem, but don't blame anyone in particular.Next,ask the customer how he or she would like you to solve the problem.Finally,solve the problem or get someone who is capable of solving the problem as quickly as possible.