Handling Guest Complaints

What is the first step in handling guest complaints?

• Determine the nature of the complaint

• Listen attentively to the guest's complaint

• Act on the complaint immediately

What should you do after listening to the guest's complaint?

• Secure guest name and room number

• Determine the nature of the complaint

• Act on the complaint immediately

What should you do when determining the nature of the complaint?

• Stay calm and argue with the guest

• Blame others for the problem

• Stay calm and do not argue with the guest

Why should you not argue with the guest?

• To avoid making the guest more upset

• To win the argument and show authority

• To show that the guest is wrong

What should you do to show your personal intent to the problem?

• Blame others for the problem

• Blame others for the problem

• Insult the guest

What should you not do when giving the guest a solution?

• Promise the impossible

• Tell the guest what can be done

• Blame others for the problem

What should you do after setting an appropriate completion of corrective action?

• Monitor the progress

• Blame others for the problem

• Ignore the problem

What should you do even if the complaint was resolved by someone else?

• Follow up with the guest

• Ignore the guest

• Blame others for the problem

Why is it important to follow up with the guest?

• To show that the problem is not important

• To ensure that the problem was resolved satisfactorily

• To avoid any further complaints

What should you do after handling the guest's complaint?

• Blame others for the problem

• Thank the guest insincerely

• Thank the guest sincerely