Complaining At a Hotel

When the guest complaint, what should the staff/waiter to do?

• run away

• try to not handling the complaint

• try to listen the guest's complaint and ask the MOD

• saying thank you to the guest

What are the most common problems faced by hotel guests?

• there is a towel

• tidy room

• there is a pool

• unclean room

How would you handle a guest complaint in a hotel, except

• Listen with concern and empathy.

• Stay calm.

• Take notes.

• Tell the guest what can not be the best done

What are the possible causes of complaints by guest?

• Poor Customer Service.

• Not Listening to Customers.

• Hidden Information and Costs.

• Giving the best solution

How do you welcome the guest in a hotel?, Except...

• Smile with a Greeting

• Saying Welcome

• Ask questions

• Not helping, if there is problem

What is the most common guest complaint about hotel guest rooms?

• there is no pool

• no drink

• room temperature

• no pillow

How would you handle an angry guest at a hotel?

• Smile to the guest

• Getting angry also to the guest

• Try to Solve the Problem

• Hiding from the guest angry

How do you handle guest request in housekeeping?

• Saying thank you

• Record and confirm the request

• Offering drink

• Stay Calm

What are the common complaints in housekeeping?

• Nothing

• pool's problem

• equipment malfunction

• no food to eat

How do you apologize professionally?

• Thank you very much for coming

• Sorry for that

• Please allow me to apologize for…

• Never mind