shoul we hear complaints?

Indonesia
October 7, 2011 10:28pm CST
I'm working in the villa where I live. The occupancy rate in the villas are very high. I think our villas are equipped with excellent facilities, but there are still many complaints from our guest saying this and that. We as worker can do nothing except explain to them what the villas are facing? So, the owner has not been following up on complaints from the guests, on the contrary we try to create an understanding of the villas' problem. We also explained to them that our villas still new and need a lot of improvement. The rate of the villa are quite expensive for a night. Frankly speaking, the problem is not so complicated there, just need attention from the owner. We always tell the boss what is happening, and like I said there was not responses from the owner. So what can we do as worker?
1 response
@Graceekwenx (3163)
• Philippines
8 Oct 11
Hi Sijab. The most that you can do as a worker is to ensure that all complaints be elevated to the boss. I say this because a worker can only do as much. If there are any other actions that you can do, it is to beef your resources further like put more pizazz in your customer relations to make up for the little inefficiencies of the facilities. I see that you are very much concerned on your villa. Apart from those that i mentioned, if you have a very good suggestion on how you can minimize the complaints, feel free to share it to your boss.
• Indonesia
8 Oct 11
Incidentally, the villa is supervised by a western worker. In my opinion, the western are sensitive and know how to get to solution. He knew exactly what is happening in our place. I thought the he found out the best solution to overcome the problem. I saw that there was no need of sending the guest message to him, since he really didn't care about solving problem that villas have. He doesn't care what the problem is, he only cares how to get much money from the villas. I sometimes do not feel nice that we have to lie them with our business rate or quality.