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WorksheetsComplaining At a Hotel
Total questions: 10
Worksheet time: 3mins
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
