6 - Communications & Guest Service Flashcards
1
Q
Mechanical complaints
A
- Related to hotel equipment malfunctions
2. Problems regarding lighting, door keys, elevators, plumbing, etc.
2
Q
Attitudinal complaints
A
- when guest feel poorly treated by staff
- guest exposed to employee arguments
- guest overheard staff conversations
3
Q
Service-related complaints
A
- when guests experience problem with service
- Ex : missed wake up call, untidy guestrooms, long lines
- more complaints during high occupancy
4
Q
Unusual complaints
A
- complaints which hotel has no control over
2. Ex : no swimming pool, bad weather, lack of public transportation