The unethic hotelier case analysis to guests and

how techniques for dealing with unethic hotelier

cases to guests.

Present by :

Biaggi Aldhinata
20135154
 Good Guest Serving Ethics
Front office department reflects quality for first-time guests entering a hotel, ability,
accuracy, readiness, accuracy and the ability of employees to carry out their functions and
duties and responsibilities the answer is very important in giving a positive impression for
tourists.

As for the ethics that the receptionist must do when serving guests are:

a. Everyone who comes should we say hello accompanied by smile because it will make
guests feel comfortable. And give it attention to guests who come.

b. Try to be fast, precise, careful, agile, thorough, correct, friendly and polite in respond to
requests from guests, and try to provide excellent service best
c. Let the guest speak first Never interrupt guest talk, try to hear all
what guests say,
try to be relaxed, not tense and never think negatively to guests speak
clearly, and easily understood and appropriately, Don't ask questions
that will offend him.

d. Responsive in handling guest complaints, try to listen

guest complaints properly and always be wise and don't forget always
thank guests.

e. Attitudes, Behavior and Facial Expressions are very important to

provide
satisfaction to tourists.

f. Appearance is the most important thing because when tourists The

first thing that tourists see is appearance. Should always be cheerful,
neat in dressing and wearing uniforms in accordance with the rules
that have been set in the workplace, should always focus on what is
being done.
Ways How to handle guests who are complained
according to experts
Working in the Hospitality Industry requires
maturity in thinking, behaving and behaving. The
things that must be done to deal with guest
complaints are:

a. When a guest makes a complaint Listen carefully

and fully attention, do not interrupt the
conversation and argue. Show me sympathy for
what had happened.

b. Be calm, polite, understand and feel what the

guest is doing feel and apologize for what
happened.
c. Look for the source of guest complaints,
whether from the guests themselves or
indeed
from our side and try not to blame each
other in this regard.

d. Respond by stating all guest complaints

good for company
The effect of good and bad service for consumers
and company
Good service will have a positive impact and profit for company,
consumers will become regular customers of products from the
company not only that consumers can be a promotional tool for
the company because they can spread information by word of
mouth about company products to their friends, relatives or
colleagues.

Consumers don't will never question the price if they are

satisfied with it the quality of their products and services.
 Thanks
!
Do you have any question?
biaggi.aldhinata@gmail.com
+62 81363832048

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