PENANGANAN TAMU COMPLAIN EKSTERN

LISTENING TO COMPLAIN > RECORD & UNDERSTAND COMPLAIN > EVALUATION

COMPLAIN > APOLOGIZE TO THE GUEST > FOLLOW UP & SOLVE THE PROBLEM > SAY
THANKS TO THE GUEST

CONVERSATION

R : Reception/GRO (Guest Relation Officer)

G : Guest

-Guest Arrive at the Hotel (Dirrect) from the aitport-

R : Good Morning Mr/s blabla, Welcome to Udayana Hotel, how are doing today ? it’s a
pleasure to welcoming you to our hotel.

G : Oh hi ,im good thanks (Upset)

R : Before we are going to the room let’s have sit first (at the lobby give the welcome
drink)

How was your flight Mr/s blabla ?

G : That was fine, after that it’s took forever to get here by the car. I already tired and
just want to go to the bed and rest after the long flight from my country.

R : Alright yes, our driver was spoke to me personal about what’s happening on the road
on your way here. I think our driver explaining to you regarding about it.

G : Yes he does. I’m here from America have more than 24 hours flight and after I
arrived here it spend almost 2 hours on the road because your driver said that was like a
Balinese ceremony that blocking the road and we were stuck ! (Upset) (Listening
Complain & record and understand the complain)

R : Alright Mr/s blabla, first we would like to apologize for the inconvenience on your
way to our hotel. We would like to inform you that Bali is an island full of culture,
actually it’s always happen here that some of the place that blocking the road because
they have to do the ceremony and of course it will make a traffic and we can’t complain
about it and just wait until it finish, sometimes they have an alternative road for the cars
to pass by the ceremony ,but on the road that was happen there’s no alternative road to
pass so there’s no chance for our driver to pass so just wait. We or even our driver didn’t
know there will be a ceremony all the way to the Hotel, we can’t predicted that.

We hope you understand regarding about that.

(Evaluation complain and Apologize to the guest)

G : Well okay that’s not a big deal it just maybe I’m to tired from the long flight. But it’s
okay now I’m arrive here so we can’t just rest and enjoy the stay here.

R : Thank you for your understanding Mr/s blabla, alright so we already have you room
ready ,and I will escort you to the room as well and our bellboy will take care all of your
luggage’s.

G : okay Perfect.

Or if the guest still complaining we have to solve and give a compliment

G : Okayyy but we already missing 2 hours of our vacation by waiting too long at the
road !!! I only stay for a week here !

R : Alright Mr./s blabla, once again we really do apologize regarding about it, as our
apology we give you 2 voucher enjoying our Balinese traditional massage at our Spa to
make you more relax after the long flight and made you feel better and experience our
spa, it’s super relaxing.

(Follow up & solve the problem)

G : it’s sounds good. Okay I’ll take it as compliment thank you so much.

R : My pleasure Mr/s blabla thank you for your understanding, alright now we have the
room ready for you and now I’ll our bellboy to take you to your room.

(Say Thank you to the guest)

G : Okay perfect.

R : Thank you for the time , I hope you enjoy during the stay with us. Have a wonderful
day Mr/s blabla.

G : Thank you. You too !