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WorksheetsProblem Handling
Total questions: 9
Worksheet time: 5mins
What is HeartBeat?
Online Feedback Survey
Online Complain Form
Booking System
When are Guests most likely to talk to others about their stay? When it was:
As Expected
Bad
Exceptionally Good
When things go wrong for a Guest, what do you think is most important to them?
How the problem is handled
Complaining to the Manager
What do you think Guests want when they complain?
Financial reward
Someone to take responsibility and ownership
To be taken seriously
An apology
What does an "I" stands for in I.L.E.A.D
Investigate
Involve
Inspect
Identify
What does an "E" stands for in I.L.E.A.D
Educate
Elaborate
Empathise
Evacuate
What does "L" stands for in I.L.E.A.D
Listen
Leave
Loud
Longevity
What does an "A" stands for in I.L.E.A.D
Arrogant
Adamant
Apologise
Affirmation
What does "D" stands for in I.L.E.A.D
Disturb
Deliver
Dynamic
Distinguish
