A must-have skill for future professionals in a global industry

As a hospitality intern, you're not just learning technical skills — you're also developing the professional mindset that defines great service. Among the most valuable lessons you’ll encounter is how to handle customer complaints with confidence and care.

Complaints are an inevitable part of working in hotels, restaurants, cafés or tourism operations. They can feel uncomfortable, especially if you're still getting used to your role, or if you're working in a second language. But learning to navigate these situations with professionalism is key to your growth. When handled well, a complaint can be transformed into a moment of trust and even appreciation from the guest.

Here are five essential strategies to guide you.

1. Stay Calm and Listen Actively

When someone comes to you with a complaint, the most important thing you can do at first is simply listen. Let them explain the situation without interruption. Even if the guest is upset or speaking quickly, focus on understanding their point of view.

Show that you're paying attention — make eye contact, nod to acknowledge what they’re saying, and avoid crossing your arms or appearing defensive. Often, guests become calmer once they feel heard. Listening is not about agreeing, it’s about respecting the guest’s experience.

2. Acknowledge the Issue and Express Empathy

Once the guest has explained the problem, take a moment to acknowledge what they’ve said. This is where empathy matters most.

You might say something like, “I understand how that could have been frustrating” or “Thank you for letting us know — I’m sorry this happened.” These kinds of responses show that you care, even if the issue wasn’t your fault. Avoid phrases like “That’s not my department” or “There’s nothing I can do,” which can sound dismissive or unhelpful.

Your tone of voice and body language also count here — a calm, respectful attitude makes a lasting difference.

3. Remain Professional at All Times

Hospitality can be high-pressure, but staying composed is one of the most powerful ways to show professionalism. Never take a complaint personally, and avoid reacting emotionally, even if a guest is rude or unfair.

Use polite, neutral language, and stay solution-focused. If you need time to think or don’t know the answer, it’s okay to say, “Let me check with my supervisor and come back to you.” Being honest and respectful earns more trust than pretending to know everything.

This also includes being mindful of how you speak — if English is not your first language, speak slowly and clearly, and don’t hesitate to ask someone to repeat themselves if needed.

4. Take Action or Escalate Appropriately

Once you understand the issue, do what you can to resolve it — quickly and efficiently. If it’s within your authority to fix it (e.g. replacing a meal, offering a room change), act decisively.

If it requires someone more senior, explain the situation clearly to your supervisor and keep the guest updated. Guests usually don’t mind waiting, as long as they know what’s happening.

Always follow your company’s procedures, and remember: being proactive is better than ignoring the issue or waiting too long.

5. Follow Up and Close the Loop

After a complaint is resolved, don’t walk away too quickly. Return to the guest, check that everything is now in order, and thank them again for their patience. This small gesture shows professionalism and leaves a strong final impression.

You might say, “I just wanted to make sure everything’s okay now — is there anything else I can help you with today?” Even if the guest was upset earlier, this simple follow-up can help end the interaction on a positive note.

What about Australian customers?

If you're completing your internship in Australia, you might notice that guests tend to be informal and direct. It’s part of the local culture — they often speak openly, especially when something goes wrong, but they also value honesty and practical solutions. Don’t be surprised if feedback is blunt. Stay friendly and clear in your responses, and you’ll usually receive appreciation in return.

If you’re unsure about how to respond or need help with a specific case, remember that your Internship Program Supervisor (IPS) is here to support you. They can provide cultural insights, language tips, and even help you prepare for more challenging interactions.

No one enjoys receiving complaints, but every experience is a chance to show professionalism, grow your confidence, and strengthen your communication skills. With empathy, calm, and the right attitude, you can turn a difficult situation into an opportunity — both for the guest and for yourself.