GUEST COMPLAINT HANDLING THROUGH SERVICE RECOVERY TO IMPROVE SERVICE QUALITY AND GUEST SATISFACTION

Abstract

This research explores the implementation of service recovery strategies by the guest service team in handling customer complaints related to room services at Holiday Inn Melaka, Malaysia. The main objective is to understand how the hotel addresses complaints and how these efforts impact guest satisfaction. A qualitative approach was used, with data collected through interviews, observations, and documentation. The findings reveal that hotel guests generally expect clean rooms, friendly service, and well-functioning facilities. When these expectations are not met, such as when equipment is faulty or staff service is lacking, complaints tend to arise. To address this, the hotel employs a structured service recovery process, including active listening, maintaining professionalism, offering apologies, and providing timely solutions. This approach not only resolves the immediate issues but also reinforces the hotel’s commitment to delivering quality service and ensuring guest satisfaction