La Meridiana Group offers broad interest to the concept of hospitality and related problems and characteristics when it comes to the hotel facilities management of issues and attention to the their guests needs. The hotel is a structure that provides services through human interaction, thus the training of its employees and the ability to offer a high quality service for its customers is mandatory. Satisfaction with the structure depends on many variables and it is easy that in some cases the response is not the same as expected. For this reason it’s important to offer the possibility of access to exceptional customer care services aimed at the handling of the claim and the development of services recovery systems.

The complaints and suggestions management is essential to the hotels for several reasons: first, it allows to improve the service after the considerations coming from guests, providing remedies and corrective or preventive actions; on the other hand, it allows you to improve customer satisfaction and consensus, making it a way to monitor more generally the services quality and to spread the image of a company attentive to its guests needs and feedbacks.

Regarding this issue, La Meridiana Group has a very specific vision and the same mentality is shared with its employees, in which services are intended for the hotel but they are actually designed for the end user. Hotels main resources are customers: these are hosted warmly and made feel welcome in order to make their stay memorable. This does not always happen and unfortunately there is no mathematical rule to follow to meet clients expectations but on the other hand a dissatisfied customer has the right to present his grievances to the management and it is the duty of the hotel to rectify them and read them as an opportunity for improvement and system verification.

It becomes important to have a good recovery system service through which a dissatisfied customer can become a satisfied and regular customer . To ensure that a dissatisfied customer can paradoxically become a loyal customer, you must first listen to his grievances and encourage them, establishing the formal complaint procedures, as modules clear and easy to find and in the end train your operators to direct contact with the customer to deal with the grievances with professionalism.

From this point of view it becomes clear the importance of encouraging and remove barriers, for example through the provision of collection points of the reports very, thus facilitating your guests in the expression of their complaints and suggestions. Users will present complaints only if they have the feeling that the organization listens to the comments and that it isn’t an useless procedure.

For these reasons, La Meridiana Group is constantly organizing seminars and training for its employees by recognizing the importance of proper complaint management within the services sector and more specifically the hotel reality. The functionality of a system for handling complaints, in fact, is guaranteed not only by the formal procedure, but especially by operators attitude, who must recognize the benefits of a good system for handling complaints and meaning the complaint as an opportunity both to “make things right” with respect to the individual user, either to improve service.

A good recovery involves many advantages: it stimulates positive feedback, encourages loyalty and at the same time it allows to obtain important information to reduce costs and avoid any further complaints. Often we hear also the paradox of recovery: dissatisfied customers after an excellent recovery become more satisfied. More than the mistake itself, the customer will remember the courtesy demonstrated by the property during a difficult time, with the chance to become a regular guest and noting a consequent positive feedback.

La Meridiana Group provides work teams highly specialized to meet customers needs and to manage the communication with customers and complaints Thereby they can establish a trust relationship during problem solving. The customer happiness is crucial in the world of hospitality and La Meridiana Group offers the experience and quality of work necessary for achieving success in the hotel business development.