oink oink
CBSE stands for?
central board of secondary education
according to (____,____)guest complaints can be seperated into 4 categories of problems.
(Sharma,2017)
guest complaints are not all _ _ _ _ _ _ _ _
guest complaints are not all NEGATIVE
benefits derived from guest complaints
revealing the _____________ in hotel standards and system
• Revealing the weaknesses in hotel standards and systems
benefits derived from guest complaints
identifying _______ needs
identifying training needs
when customer complain, they expect: make necessary decisions to _______ the situation
when customer complain, they expect: make necessary decisions to rectify the situation
when costumer complain, they expect: to __ _______ corteously
to be treated corteously
when customer complain, they expect: A ____________ result
a satisfactory result
when customer complain, they expect: to be _______
to be belived
when customers complain, they expect: that problem will not be ________
that problem will not be repeated
4 types of complaints
technical, attitudinal, unusual, service-related complaints
these are related to malfunctioning pieces of machinery, systems, and equipment installed in guest rooms
technical complaints
The hotel does come across instances when a guest complains about the staff's impolite, unprofessional, and indifferent behavior.
attitudinal complaints
include long waiting time for service, lack of assistance with luggage, untidy room, missed wake-up call, cold or ill-prepared food, or ignoring the request for additional supplies.
service-related complaints
These are complaints the hotel has no control over or has little control over.
unusual complaints
the guest is shouting in the waiting area, as a front desk officer what will you do?
isolate the customer
The guest is telling you about his/her dissatisfaction, what will you do?
listen without iterrution and with emphathy
I am sorry for the inconvinience this has caused you or I am very sorry this happened is what you say when you are _______ to the guest
apologizing
how many times should you say sorry to the guest if the inconvinience that happened is not your fault
2 times
you should only apologize at the _ _ _ _ _ _ _ _ _ and the _ _ _ of your conversation with the guest
you should only apologize at the beginning and the end of your conversation with the guest