IHG Problem Handling

Guest expects _______________,________________ and _________________.

• friendly service, clean-well maintained rooms and consistency

• complimentary, dirty and costly

What is the acronyms of ILEA2D?

• Ignore, Listen to the manager, Escape from problem, Apologise, Deliver, Demand

• Identify the problem, Listen to the guest, Empathize, Apologize, Deliver, Delight

"It's about doing the things that matter the most and doing it consistently."

• True

• False

Guest feedback platform which effects our Heartbeat scores is __________ .

• RizePoint

• Medallia

Taking ownership of the problem helps you to build __________ & _________ between you and the guest.

• loyalty & trust

• friendship & value for money