Handling Guest Complaints with Confidence

Recommended COURSE 2 for all staff as part of orientation and induction. This course will have you resolving complaints and negative feedback with genuine care and confidence. A valuable skill in any industry!

HANDLING GUEST COMPLAINTS WITH CONFIDENCE

Learn foolproof, tangible strategies to handle challenging guests, negative feedback and complaints with genuine care and confidence.

A valuable skill for all customer service industries, in particular the hospitality industry.

In this workshop we help you to re-frame the way you think about complaints and understand how complaints may be prevented altogether.

This short course may be utilised by venues and hospitality groups as a team training exercise and assigned to all staff throughout the company.

Alternately, it may be used to further your own personal and career development and to help you handle any challenging situations like a pro.

This really is a critical skill for hospitality staff of all levels. The earlier we teach our teams these strategies the sooner they will master them and learn to welcome complaints for the gift they are.

Say goodbye to the fear of conflict and ensure potential complaints aren't being avoided until it's too late. This session really simplifies the processes of ensuring the best possible outcome is reached and your guests leave happy.

In this workshop:

  • Downloadable worksheets
  • Presentation
  • Preventing Guest Complaints
  • Red Flags
  • Why Complaints Are Good
  • Guest Complaint Statistics
  • Put Out The Sparks
  • The LEARN Strategy
  • Quiz
  • Your chance to win VPTD's monthly give-away!

This course is suited for staff at all levels of the hospitality industry.

Also recommended in this series: BAMA - The Four Pillars of Hospitality Excellence.


Course Curriculum


  Handling Guest Complaints with Confidence
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Here's what previous attendees have to say...

After doing several training sessions with Vanessa and Sara I have learnt so much. The training allowed me to learn new ways and techniques to approach an array of scenarios!! Highly recommend!

- Amelia Rusling


It was such a pleasure working with VPTD. They have given me many powerful tools at the start of my managerial role. Their fun, interactive approach made the training sessions very enjoyable. VPTD has a great and positive impact on our team development and I am grateful to be given the opportunities to train with them.

- Cloriea Cheng

Your Instructor


Vanessa Pollock
Vanessa Pollock

Having worked in the hospitality industry for many years both in Australia and abroad, I am absolutely committed to championing this industry as one of the most satisfying and rewarding career paths in the world. Hospitality is vibrant, energizing, ever-changing and filled with warmth and gratitude. Sure, it's not always a walk in the park: long hours, demanding guests, tough targets and wide goal posts but we get to create memories and develop teams and friendships that can last a life time.

I've been studying Hospitality Leadership for over 20 years and my driving force is to make the career path for hospitality workers fulfilling, sustainable and as easy as it can possibly be.

Connect with me on LinkedIn, follow us on Instagram or flick me an email directly at [email protected]. I'd love to hear from you.



Frequently Asked Questions


When does the course start and finish?
This course is now live and you can enroll and complete anytime, or as directed by your manager. If you are accessing this course with a FREE coupon code the course will expire when the offer ends.
How long do I have access to the course?
After enrolling in this course, you have unlimited access as long as you like - across any and all devices you own.
What if I have questions throughout the course?
We love questions! Feel free to ask your question in the comment section located below each video. Or you are welcome to send us a message through Teachable. Teachable will then send that in an email straight to me.
Are these courses live?
No, we pre-record all the videos in the courses so that they can be access by anyone anytime.
Who should attend this course?
This short course is really essential for anyone entering the hospitality industry or for that matter, anyone IN the hospitality industry. Not only does it provide strategies to effectively resolve guest complaints but it highlights why being attentive to your guests is critical to the success of your venue and your career.
How long is this course?
This is a short course that may be completed in one sitting or completed in two parts. The entire course is 1.5 hours long.