Front Desk Representative Question:
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Explain me what would you do if a guest complaint about your service?

Answer:

Unhappy guest are bad news for any company or hotel, and it only takes one of them to shatter a perfectly good day at work for everyone. Whatever the cause, unhappy customers are still our guests and our hope for future business, and we want them happy again. So you may say that you would :

☛ Listen to the customer, and do not interrupt them.
☛ Thank the guest for bringing the problem to your attention.
☛ Sincerely convey to the guest your apology.
☛ Determine what the guest is seeking as a solution.
☛ Act on the solution with a sense of urgency. Guest will often respond more positively to your focus on helping them immediately versus than on the solution itself.

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