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Guest dissatisfaction can be resolved by following a five-step process. Match the steps with the correct de
Listen actively
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Make eye contact and listen without interrupting
Offer a sincere apology
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Do not be defensive or justify the situation
Offer an alternative solution
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Provide more than one solution, offering the guest a choice
Action the solution
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Once a solution is selected, process it immediately
Report the incident
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Learn from the experience and try to avoid it in future

A guest who has just arrived at your hotel is visibly tired from their journey, and during check-in complains
could you, as the Front Office Manager, take to turn this situation around?
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A
Offer the guest a refreshing beverage and offer to check if a room closer to the hotel restaurant is available

B
Explain that the hotel is fully booked, and that room service is available, if they wish to order a meal

C
Offer the guest a refreshing beverage and apologize about the situation, mentioning that the new reservations agen

As a manager in the housekeeping department, you need to ensure team members deliver high-quality se

A
Inspire team members to take ownership and responsibility of their duties by quality checking their own work

B
Offer to check the work of team members and to rectify all their mistakes

C
Encourage team members to quality check each other's work

More guest complaints have been coming to you, the restaurant manager, about slow service in the restau
service and increased efficiency?
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A
Complete daily checks on quality and efficiency of the service, and address issues with team members to improve th

B
Complete a weekly task checklist and identify areas that need improvement

C
Complete a fortnightly check on quality in the restaurant and focus training on areas that need improvement

Besides knowing the brand standards and using quality checking tools, how can you create a culture of co
A
By using disciplinary measures when quality standards are not achieved

B
By appointing more experienced team members to meet the desired quality standards at your hotel

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C
By supporting team members to meet the desired quality standards at your hotel