1. 3. Ways to improve complaint management processes
1.1. Will be affected by demographics
1.1.1. Required Processes
1.1.1.1. Clear definition of rules
1.1.1.2. Product knowledge
1.1.1.3. Standards
1.1.1.4. Training
1.1.1.5. Trust in colleagues
1.1.1.6. Better recruitment
1.1.1.7. Evaluating feedback
1.1.1.8. Better empowerment
1.1.2. Other factors impacting behaviour
1.1.2.1. Personality
1.1.2.2. Type of experience
1.1.2.3. Mental health
1.1.2.4. Lifestyle
1.1.2.5. None
2. 4. Impacts of demographics on complaint management behaviour
2.1. Current impact
2.1.1. Gender
2.1.1.1. Way of speaking
2.1.1.2. Aproach
2.1.1.3. No impact
2.1.1.4. Opposite genders
2.1.1.5. Perception of gender
2.1.2. Nationality
2.1.2.1. Culture
2.1.2.2. GUest perception
2.1.2.3. Human reaction
2.1.2.4. International
2.1.2.5. Language barriers
2.1.2.6. Stereotypes
2.1.2.7. Way of talking
2.1.2.8. Understanding needs
2.1.3. Age
2.1.3.1. Speed of resolution
2.1.3.2. Trust
2.1.3.3. Way of talking
2.1.3.4. Age of guests
2.1.3.5. No impact
2.1.3.6. Type of resolution
2.1.4. Education
2.1.4.1. Knowledge
2.1.4.2. Skills
2.1.4.3. Theory
2.1.4.4. Experience is more important
3. 1. Complaint Management
3.1. Builds understanding
3.1.1. Definition
3.1.1.1. Handling complaints
3.1.1.2. Evaluating genuineness
3.1.1.3. Identifying guest needs
3.1.1.4. Process
3.1.1.5. Solving Problems
3.1.2. Reasons for complaints
3.1.2.1. Compensation
3.1.2.2. Expectations
3.1.2.3. Guest needs
3.1.2.4. Dissatisfaction
3.1.3. Impacts of complaints
3.1.3.1. Operational efficiency
3.1.3.2. Other guests' experience
3.1.3.3. Guest satisfaction
3.1.3.4. Hotel image
3.1.3.5. Improvement
3.1.3.6. Inspection Scores
3.1.3.7. Guest loyalty
3.1.3.8. Online presence
3.1.3.9. Expression of reality
3.1.3.10. Word of mouth
4. 2. Existing infractructure of complaint management
4.1. Allows for demographic expression
4.1.1. Training types
4.1.1.1. Eligibility
4.1.1.2. Non-verbal actions training
4.1.1.3. Role play
4.1.1.4. SOPs training
4.1.1.5. Theoretical training
4.1.1.6. Frequency
4.1.2. Current Processes
4.1.2.1. Basic procedures
4.1.2.2. Company culture
4.1.2.3. Emotions
4.1.2.4. Evaluations
4.1.2.5. Previous experience
4.1.2.6. Complaint management system
4.1.2.7. Current empowerment
4.1.3. Procedures
4.1.3.1. Explain
4.1.3.2. Offer solution
4.1.3.3. Send amenities
4.1.3.4. Complimentary upgrades
4.1.3.5. Upsell
4.1.3.6. Listen
4.1.3.7. Follow up
4.1.3.8. Apologise
4.1.4. Factors influencing proceducers
4.1.4.1. Guest expression
4.1.4.2. Guest profile
4.1.4.3. Occupancy
4.1.4.4. Rate/Revenue
4.1.4.5. Guest necessity
4.1.4.6. Accompaniments