Guest Complaint Flashcards
1
Q
List five ways to handle guest complaints
A
Stay calm
Apologize for the problem
Act on the problem
Give guest undivided attention
Offer solutions
2
Q
List five cautions employees should consider when handling guests complaint
A
Guest may be angry
Never make a promise that they do not have the authority to keep
If problem cannot be resolved employee should admit early on
Some guests complain as part of their nature
Never let guest upset them
3
Q
Why is follow up necessary ?
A
Because if yu want quest to know the service you deliver is genuine and sincere
