Service received from employees is one part of the guest experience, and in addition, many physical aspects of the hotel must function well to ensure the guest receives the whole productAt some point, one or both of these parts may break downResolving a confict to a guests satisfaction can turn around an unhappy guest and make him!her a satis"ed guest#he resolution is best accomplished by adhering to the visual and verbal rules of guest service$t is assumed that if the employee is fully trained, the following rules should be followed to meet or exceed a guests expectations% &isten "rst% Summari'e% (ake no excuses% Resolve the problem% )ocument the confict#raining, experience, personality and other things contribute to an individual employees ability to satisfy a guest*otel management must support that e+ort,ne way management supports an employees ability to satisfy a guest is by integrating empowerment in all dutiesEmpowerment is de"ned as the ability and authority to satisfy guest complaints!re-uests within preset parameters.mployees learn to implement empowerment techni-ues in how they communicate and that certain phrases and words should be avoided#here are other ways of communicating the same message /see next slide0Phrases to Avoid Phrases to Use InsteadI dont know. That is a good question, let me find out for you.We cant do that. Well, I havent encountered this before, let me research it and find a resolution that you are hay with.!ou have to. or This is hotel olicy"e#t time, here is how you can avoid this situation. or I think the best way to handle this would be$"o. We are not able to reduce your rate but I am able to ugrade your roomThats not my %ob. The erson who handles that is &name'. (lease let me get him)her.#he diversity of guests makes it vital that all hotel employees appreciate the di+erences in people(ost reputable hotels will put their employees through diversity training, which teaches employees that they mast understand and appreciate the di+erences in people*elping the employees overcome stereotypes such as racism, sexism, ethnocentrism and others helps to create a comfortable environmentA hotel by nature is a home away from home to international guests1sing good customer service skills helps to put these visitors at ease*otels should share a list of all multilingual sta+ with front o2ce managers3here appropriate, extra collateral should be provided in the guests native tongue4erbal communication will be di2cult and nonverbal communication can be di2cult due to cultural di+erences(anagers should become involved in guest complaints only after an empowered desk agents attempted to resolve the issue "rstA manager who involves themselves before the guest agent has a chance to resolve an issue defeats the purpose behind empowermentSome guests may simply prefer to address to a manager(anagers must lead by example by showing that complaints are not a burden, but an opportunity to improve serviceAll complaints should be investigated, evaluated, and responded to$f the 5ront ,2ce (anager is unable to resolve the situation, it should be passed along to a more senior manager#he escalation of an issue can and often should go all the way to the general manager