Conflict comes in different ways in the hotel business. What matters most is how we reach to the bottom of it by providing well sought solutions that win back our customers. If we know the sources of conflict as Managers we will always have a proactive approach towards conflict.
1.Poor communication;is one big source of conflict.On a typical shift a guest can ring the front desk and book any roomservice. If the. Hotel policy can be no roomservice after 12 o'clock ,this has to be communicated to the client.if the hotel has no 24hour service this has to be crystal clear to the guest or its a source of conflict.
2.Prejudice on racial grounds;staff may complain about asians and how they treat staff. This should never be applied to all Asians because some are very good guests. Such a mindset can cause a withdraw of concetration by a serving staff/waiter then it becomes a source of conflict.
3.Pressure at work;a day or period that your occupancy shoots one should expect a lot of complaints and stress levels can potentially run high. Staff should be briefed about the business flow and demands of customers so that they psychologically get ready.
4. Order taking or booking errors;a guest might not like it to have a different food item or an allergy. This is a huge source of conflict because the guest is paying. So while they might not eat it means we have waisted the food,no sale made in return and customer loyalty is gone to the wind.
5. Time period taken;the longer the time it is taken to respond to an order,technical failure,no feedback and service is the source of conflict.
Those in the hospitality industry will tell you how much they dread a mention of "call your manager"when service goes wrong. To all waiters,Receptionists and housekeepers this was a post for you. Thank I have your tip ready hahah.
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