6 - Communications & Guest Service Flashcards

1
Q

Mechanical complaints

A
  1. Related to hotel equipment malfunctions

2. Problems regarding lighting, door keys, elevators, plumbing, etc.

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2
Q

Attitudinal complaints

A
  1. when guest feel poorly treated by staff
  2. guest exposed to employee arguments
  3. guest overheard staff conversations
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3
Q

Service-related complaints

A
  1. when guests experience problem with service
  2. Ex : missed wake up call, untidy guestrooms, long lines
  3. more complaints during high occupancy
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4
Q

Unusual complaints

A
  1. complaints which hotel has no control over

2. Ex : no swimming pool, bad weather, lack of public transportation

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