Being a service-related industry, the hotels understand that the guests’ complaints are inevitable.

Even with the best services, the guests’ expectations may not be met due to differences in the preferences of humans.

This makes the process of managing the guests’ complaints a never-ending cycle from ages and even in the future.

The hotels have realized that to match the ever-evolving trends and withstand the current competition, managing guests’ complaints is vital.

With the development of technology and the availability of guest complaint and request management software, hotels tend to rely on it over the traditional method of maintaining the logbook.

With a bundle of options available online, selecting the appropriate software for the hotel is very challenging. 

“About 50-70% of mid-sized hotels have adopted such software, indicating that around 350,000 to 490,000 mid-sized hotels use these systems.”

Source: OpenAI. (2024). ChatGPT [Large language model]. /g/g-HMNcP6w7d-data-analyst

In this article, discover the essential factors to consider when choosing complaint and request management software.

1. Easy Integrations

When implementing software to specifically handle the guests’ complaints and requests, it is important to note that the software should not disrupt the existing Hotel Management System installed.

This should not create a scenario in which the software is causing issues in the existing HMS while trying to address guest complaints and requests.

The complaint management software should seamlessly integrate with any CRM (Customer Relationship Management) software, hotel management software, email platforms, social media platforms, and both Android and iOS applications to ensure smooth functioning with hotel management.

2. User-Friendly Interface

Despite its efficiency, the software which is difficult for hoteliers to use, may discourage them from using it.

The staff would prefer to stick with the traditional method rather than relying on complex software.

Therefore, it is important to implement user-friendly software that anyone, even with the bare minimum of computer knowledge, can use seamlessly.

This will not only encourage the staff to use it but will also make it easier for the new staff to learn and start using it as soon as they join.

3. Customization And Scalability

Every hotel has a varying number of staff and service methods to cater to different niches.

Every hotel has different complaints and requests, so it is important to choose customizable software that can be tailored as the hotel expects to serve its guests.

The customization of software ensures that the software can be tailored to fit the specific needs and workflows of a hotel, allowing for personalized features and interfaces that align with the existing processes.

In addition to being customizable, the software must also be scalable to accommodate hotel growth which parallely increases the number of guests and also their requests and complaints.

Scalable solutions can handle an increasing number of complaints and expand functionalities as the hotel business grows, ensuring long-term usability and investment value.

4. Workflow Automation 

Automation is very critical in quickly managing the guests’ complaints and requests which is the core purpose of using software over traditional methods.

The software you choose must be able to automatically handle the complaint management processes like assigning tasks, logging the complaints, escalating the unresolved complaints, and notifying the staff.

This ensures that no complaint is overlooked and enforces consistent procedures, assuring that all complaints are handled according to the hotel’s standards, which enhances reliability and accountability in guest service.​

This reduces the workload on the staff and also the addressing time and also increases the guest satisfaction rate and the job resolution rate.

5. Analytics And Reporting

Analytics and reporting on guest complaints and requests management software is like icing on the cake for the hotels.

It is beneficial to note that the software has modern reporting and analytics capabilities along with managing the guests’ complaints and requests.

Software that generates reports on various complaints and requests, with filter options to view reports tailored to the specific needs of the hotel, can be very useful.

This can greatly benefit hotel managers in handling guest complaints and requests by documenting them in single reports and will provide clear insights on the improvements needed.

6. Support And Training

Support and training are vital considerations when choosing complaint management software.

Comprehensive training programs help staff to better understand the product from the experts about the software functionalities leading to quicker adaptation and fewer errors.

Robust support from the software provider ensures prompt handling of any technical issues to seamlessly use the software.

Continuous support demonstrates the providers’ commitment to customer support, ensuring that your team can leverage the system to its fullest potential. 

7. Security And Compliance

Security and compliance are the critical factors to consider before choosing a complaint management software.

Compliance ensures that the software meets the industry standards and requirements specific to the hospitality industry.

Security ensures that the guest’s data, such as personal information, information, or any other details is protected from unauthorized access or breaches.

By prioritizing security and compliance in your software selection process, hotels can safeguard guest information, avoid legal liabilities, and uphold industry credibility effectively.

Conclusion

Choosing a complaint and request management software for hotels is not merely a decision about features and functions but a way to ensure guest satisfaction and overall better guest experience.

By relying on the best-suited software hotels can increase guest satisfaction and guest experience and can outweigh the initial costs eventually.

However, it is important to note that the software must be worth the investment by meeting the hotel’s expectations and consistently aiming to help hotels improve their guest experience and service.

The features mentioned above serve as a checklist for hotels when purchasing complaint and request management software.

By making an informed choice, hotels can transform complaints into opportunities for improvement, ensuring a memorable stay for every guest.

If you are looking for a guest complaint and request management software that meets all your requirements, then feel free to reach out to us by visiting www.geedesk.com or sending an email to [email protected].