The front desk information directory
The front office transaction file
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.
Guest perception graph
Guest perception detail
Both a and b
Here's an interesting quiz for you.