Take all the complaints seriously and try to act immediately onthe complaint. It satisfies the guest.
Guidelines when dealing with a guest’s problems:
Find out & record the all information2.Identify the main problem3.Use your professional skills to identify different ways of overcoming the problem.4.Choose a course of action by discussing the alternative withthe guest. This may feel the guest happier.
Give instructions to the relevant staff in order to rectify theproblem.
Always check that the action has been carried out and theproblem solved.7.Re contact the guest to ensure that the guest is happy now.
Record the problem & the appropriate action taken in therelevant log book. And FOM will make sure that the sameproblem will not occur again.
COURSE OF ACTION TO TAKE WHEN HANDLING PROBLEMS:
In some cases guest may indicate what action is required in order toresolve their problems. For example, a guest who has lost herluggage may be very pleased when you offer to contact the airlines