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  • Handle Complain

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    Yema Zelda
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    This document contains information about a student named Yema Charista Zelda with student ID 23510008 who is studying in the 1st semester of the Hotel Management undergraduate program. It also contains answers to questions about how to properly handle guest complaints as a receptionist by apologizing, following up with management, offering compensation in the form of a discount or free snack, and ensuring the issue is resolved.

    Original Description:

    Handel

    Original Title

    Handle complain

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    This document contains information about a student named Yema Charista Zelda with student ID 23510008 who is studying in the 1st semester of the Hotel Management undergraduate program. It also contains answers to questions about how to properly handle guest complaints as a receptionist by apologizing, following up with management, offering compensation in the form of a discount or free snack, and ensuring the issue is resolved.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    6 views1 page

    Handle Complain

    Uploaded by

    Yema Zelda
    This document contains information about a student named Yema Charista Zelda with student ID 23510008 who is studying in the 1st semester of the Hotel Management undergraduate program. It also contains answers to questions about how to properly handle guest complaints as a receptionist by apologizing, following up with management, offering compensation in the form of a discount or free snack, and ensuring the issue is resolved.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    Nama : Yema Charista Zelda

    NPM : 23510008

    Prodi : S1 Manajemen Perhotelan semester 1

    EXERCISE

    Answer the following questions correctly!

    1. What is the video about?

    Answer : How to handel guest complain

    2. What complaints do guests give to the receptionist?

    Answer : The guest is so disappointed because she treveled at the way here to find a filthy room in her
    room

    3. How does the receptionist handle the complaint?

    Answer : The receptionist apologize to the guests and ask guests to wait a moment and the receptionist
    speak to the hotel manager about the guest problem

    4. As a form of accountability from the hotel, guests who complain will receive a reward in the form of
    what?

    Answer : Guests will get 3% discount and free Snack

    5. What do you think, is the receptionist's way of handling guest complaints correct or is there still
    something missing? Give your opinion!

    Answer : Yes, that's right, the receptionist has listened to complaints from guests and he apologized for
    the hotel's negligence then immediately followed up on the negligence and gave the guest a
    complement.

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