COMPLAINT HANDLING

Created by ChecklistGuro (https://checklistguro.com)

--- INITIAL CONTACT & ACKNOWLEDGEMENT ---
[ ] Channel of Complaint (Phone, Email, Online Form, In Person, Social Media)
[ ] Date of Initial Contact
[ ] Time of Initial Contact
[ ] Guest/Customer Name
[ ] Brief Summary of Complaint (Initial Understanding)
[ ] Reservation/Booking Number (if applicable)
[ ] Complaint Status (Initial) (New, Acknowledged, Assigned)
[ ] Name of Staff Member Handling Initial Contact

--- COMPLAINT RECORDING & CATEGORIZATION ---
[ ] Guest Name
[ ] Contact Information (Phone/Email)
[ ] Date of Incident/Complaint
[ ] Time of Incident/Complaint (if applicable)
[ ] Category of Complaint (e.g., Room Condition, Service, Food & Beverage, Billing) (Room Condition, Service, Food & Beverage, Billing, Cleanliness, Noise Levels, Other)
[ ] Severity Level (Impact on Guest Experience) (Low, Medium, High)
[ ] Brief Summary of Complaint
[ ] Reservation/Booking Number (if applicable)
[ ] Property Location (If Multi-Property)

--- INVESTIGATION & FACT-FINDING ---
[ ] Complaint Channel (How was the complaint received?) (Phone, Email, Online Form, Social Media, In Person, Letter)
[ ] Guest/Customer Statement (Detailed description of the issue)
[ ] Reservation/Booking Number (If applicable)
[ ] Date of Incident
[ ] Time of Incident (Approximate)
[ ] Location of Incident (Specific area within property)
[ ] Staff Member Interview Notes (Summarize relevant staff accounts)
[ ] Supporting Documentation (Photos, receipts, etc.)
[ ] Initial Assessment of Severity (Low, Medium, High)

--- RESOLUTION & RESPONSE ---
[ ] Resolution Type Selected (Apology, Refund (Partial), Refund (Full), Discount on Future Stay, Upgrade on Future Stay, Replacement Item/Service, Other (Specify Below))
[ ] Resolution Details (if 'Other' selected)
[ ] Refund Amount (if applicable)
[ ] Response Draft
[ ] Communication Channel (Email, Phone, Letter, In-Person)
[ ] Response Sent Date
[ ] Notes on Guest Interaction

--- FOLLOW-UP & GUEST SATISFACTION ---
[ ] Date of Follow-Up
[ ] Communication Method for Follow-Up (Phone, Email, In-Person, Mail)
[ ] Summary of Follow-Up Conversation/Interaction
[ ] Guest Satisfaction Level (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Score (if using a satisfaction survey)
[ ] Additional Comments/Notes from Guest (if any)
[ ] Resolution Accepted? (Yes, No, Partially Accepted)
[ ] Details of any further action required due to follow-up (if applicable)

--- ANALYSIS & IMPROVEMENT ---
[ ] Number of Complaints Received This Period
[ ] Most Frequent Complaint Categories (Select All That Apply) (Room Condition, Service Quality, Food & Beverage, Noise Levels, Cleanliness, Billing Issues, Staff Behavior, Facilities, Other)
[ ] Summary of Key Complaint Trends Observed
[ ] Root Cause Analysis Methodology Used (e.g., 5 Whys, Fishbone Diagram) (5 Whys, Fishbone Diagram, Other - Please Specify)
[ ] Specific Actions Taken to Address Identified Root Causes
[ ] Number of Process Changes Implemented Based on Complaint Analysis
[ ] Date of Next Review of Complaint Handling Process
[ ] Effectiveness of Training Programs (Related to Complaint Handling) (Very Effective, Effective, Neutral, Ineffective, Very Ineffective)

--- END OF TEMPLATE ---
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