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UNIT 5 Managing Problems and Complaints

Managing Problems and Complaints

Best service is the most important thing that hotel industry need

to concern and focus first, you must prepare to serve the best service to

all guests who come to the hotel. . It means that hotel staffs have to meet

and give service to many kinds of people. The staffs cannot imagine or

predict what a situation will be, so it is possible to deal with tempered-

person or some guests who unsatisfied in your hotel; and you have to find

the best solution to please the guests. Thus, it is a great opportunity to

know how to deal with problems and complaints from the guests.

There are many problems and complaints which possible happen to

hotel industry. Here are some demonstrations of possible problems and

complaints.

 There are not enough towels in my room.

 The sink is leaking in the bathroom.

 This treadmill isn’t working properly.

 How did my child get so dirty?

 I seem to have misplaced my tennis racket. Has one been turned

in?

 I specifically requested an ocean view, but the room I was given

has a view of the pool.