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Abstract
It is a well known fact that with the world becoming a global village, the hotel industry is expanding rapidly. This puts an immense pressure on the services provided by the industry. The majority of revenue in the hospitality industry comes from the customers. These customers if satisfied properly then spread the word about hotels through social medial or word-of-mouth. This helps in boosting the revenues of the hotel. On the other hand if a customer is unsatisfied he/she tends to warn friends about the poor quality of services of that particular hotel. This leads to a huge economic loss for the hotel and might lead to bankruptcy. Hence, it is the need of the hour to create a robust system to take customer feedback and complaints and work on them. Not only complaint should be booked but they should be resolved efficiently as per customer satisfaction. This will help in preventing the damage to the image of the hotel while at the same time it will help the hotel to look at areas of improvement. Thus building an efficient complaints resolution mechanism is not expenditure but an investment which will benefit in the long term.