If you work in a hotel, you know that handling guest complaints is one thing that you should do perfectly so as to ensure maximum customer satisfaction so that you get repeated guests. Do you know the different guidelines you can use? Take up the quiz below and get some new tricks you can use to solve customer issues in your hotel.
Mechanical
Attitudinal
Service-related
Unusual
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Mechanical
Attitudinal
Service-related
Unusual
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Concentrate on the problem, not on placing blame.
Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem.
Monitor the progress of the corrective action, even if the complaint was resolved by someone eles.
Isolate the guest if possible, so that other guest won’t overhear.
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Service-related complaints
Unusual complaints
Mechanical complaints
Attitudinal complaints
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Reader boards
Information directories
Transaction files
Reservation reports
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Repair orders
Room inventories
The front desk information directory
The front office transaction file
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Guest perception graph
Log book
Guest perception detail
Both a and b
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Quiz Review Timeline (Updated): Mar 22, 2022 +
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