How Hoteliers Do It

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G U I D E L I N E S FOR HANDLING COMPLAINTSBy gurcharan hans1L I S T E N with concern and empathyISOLATE THE GUESTcomplaints are notoriously contagiousSHOW A PERSONAL INTEREST IN THE PROBLEM...and use the guest name frequentlyGIVE THE GUEST YOUR UNDIVIDED ATTENTION

.and dont blame any partyTAKE NOTES.it reassures the guest

and slows them down (always works)TELL THE GUEST WHAT CAN BE ONE

dont promise the impossibleSET AN APPROXIMATE TIME FOR YOUR ACTION

be specificMONITOR PROGRESS

push, push, pushFOLLOW UP.and finally, log it down