IHG Problem Handling

at IHG Problem is ...

• a challenge

• a gift

• an opportunity

Can a hotel always provide a perfect experience to all guests from the first time?

• Yes

• No

When the guest report a problem to us and we couldn't fix it, how many times do we disappoint him?

• One

• Two

• Three

• None

When we handle the Guest problem effectively, Heartbeat will be increased by ........ points higher

• 10

• 15

• 25

• 50

What is the acronym IHG uses to handle guest Issues?

• Problem Solving

• Heartbeat

• Merlin

• ILEAD

What is the best way to improve your way to handle guest issues?

• Perfection

• Learn from Mistakes

• Practice excellence

• Do nothing

Why do problem happen?

• Because of mistakes

• expectation has not been met

• Guest are picky

• Problem happens everywhere

Video2: What problem handling is?

• use details to find solution

• solve problem personally

• service recovery is not possible

• ask guest to leave hotel

Video2 : What does guest expect from us when he communicate a problem? choose all applicable

• take ownership

• ignore him

• quick resolution

• a gift

Video2 : What does Loyalty mean? choose all applicable

• choose our hotel

• recommend us

• spend more time

• give a tip