TS5015FP_C2_Check-in Guest

Which phase of Guest Cycle: Identification of guest status

• Arrival

• Departure

• Occupancy

• Pre-arrival

Which phase of Guest Cycle: Choice of hotel

• Arrival

• Departure

• Occupancy

• Pre-Arrival

Which phase of Guest Cycle: Modification of registration record

• Arrival

• Departure

• Occupancy

• Pre-arrival

“I have been waiting for 10 minutes to speak to someone!”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint

“the front desk rolled eyes and was rude”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint

“The TV is not working!”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint

“I have asked for towels 3 times and I still have not received them”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint

“It is so hot and humid in Singapore!”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint

“no one smiles around here”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint

“I did not receive my wake up call”

• Attitudinal complaint

• Mechanical complaint

• Service-related complaint

• Unusual complaint