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How would you like handle a guest complaint on the delay of room cleaning?
Wiki User
∙ 11y ago
Firstly dont lie to the customer with some lame excuse. Call him, apologies sincerely and give him a little extra. Like a bottle of champagne or anything that you know can please him. Make sure that same mistake is not repeated for this customer
Wiki User
∙ 11y ago
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What is the experience for a customer service agent on handling conflict situations and how did she manage the guest expectation?
experience on handling conflict situations? How did you manage the guest expectation?
What decision are you making in the second step of the intervention model?
You are deciding whether or not the guest has enough money to pay
Basic knowledge about hotel management?
Hotel management is responsible for all of the operations and coordinating staff in the hotel. A hotel manager is also responsible for all guest who stay at the hotel.
Why guest registration procedure used property management system?
Most of the hotel today used it in managing their hotel because it gives efficient management, easy and friendly operation, and flexible customized configuration.
What are the duties and responsibilities of a front office manager in hotel?
The front office manager plays a crucial role in ensuring smooth operations and delivering excellent customer service in a hotel. Their duties and responsibilities typically include: Supervising Front Desk Staff: The front office manager oversees the front desk staff, including receptionists, concierge, and night auditors. They provide guidance, training, and support to ensure that staff members are performing their duties effectively and providing exceptional service to guests. Managing Front Office Operations: The front office manager is responsible for managing all aspects of front office operations, including check-in and check-out procedures, guest registration, room assignments, and handling guest inquiries and complaints. Ensuring Guest Satisfaction: The front office manager plays a key role in ensuring guest satisfaction by providing personalized service, addressing guest concerns promptly, and resolving issues to the guest's satisfaction. They may also solicit feedback from guests and implement improvements based on their input. Managing Reservations: The front office manager oversees the reservation process, including managing room inventory, coordinating group bookings, and ensuring accuracy and efficiency in reservation systems. They may also handle special requests and VIP reservations. Handling Financial Transactions: The front office manager is responsible for overseeing financial transactions at the front desk, including processing payments, handling cash, and reconciling daily financial reports. They ensure compliance with hotel policies and procedures regarding billing and payment processing. Coordinating with Other Departments: The front office manager collaborates with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless communication and coordination of guest services. They may also assist with coordinating special requests, amenities, or services for guests. Training and Development: The front office manager is responsible for training new front desk staff and providing ongoing training and development opportunities for existing staff. They ensure that staff members are knowledgeable about hotel policies, procedures, and customer service standards. Maintaining Front Office Equipment and Supplies: The front office manager oversees the maintenance and upkeep of front office equipment, such as computers, phones, and printers, to ensure smooth operations. They also manage inventory and ordering of office supplies and guest amenities. Ensuring Compliance: The front office manager ensures compliance with hotel policies, procedures, and regulations, including safety and security protocols, privacy laws, and industry standards. They may also conduct audits and inspections to ensure adherence to quality standards. Handling Administrative Tasks: The front office manager handles various administrative tasks, such as scheduling staff shifts, preparing reports, and maintaining records related to front office operations. They may also assist with budgeting, forecasting, and strategic planning for the front office department.
How would you handle a guest complain on the delay of room cleaning?
Explain what caused the delay and apologise.
How would you handle a guest complaint on the delay of cleaning room?
Guest complaints are never easy to deal with. Either give them a complimentary drink in the bar whilst the room is being cleaned or give them a discount on the total price of the room.
How would you handle a guest complaint on delay of room cleaning?
Guest complaints are never easy to deal with. Either give them a complimentary drink in the bar whilst the room is being cleaned or give them a discount on the total price of the room.
How would you handle a guest complaint on the delay on the room cleaning?
Guest complaints are never easy to deal with. Either give them a complimentary drink in the bar whilst the room is being cleaned or give them a discount on the total price of the room.
How will you handle a guest complain on the delay of rooms cleaning?
By laughing in their face.Perhaps you should answer it with how you would handle it, since you're the one applying for a job where it's apparently relevant.
How do you handle guest complain on delay of room cleaning?
One could give a guest complimentary things such as breakfasts or an extra night at a room. One could also offer a discount on the price they are paying currently for the room they are staying in.
How did you handle the cleaning of room where the guest remained inside the room?
Cleaning a room with the guest present can be uncomfortable for both the guest and the worker. At times conversation can lighten the tension. As always a spectacular job with respect for the client is demanded.
How did you handle the cleaning of the room where the guest remained inside the room?
Cleaning a room with the guest present can be uncomfortable for both the guest and the worker. At times conversation can lighten the tension. As always a spectacular job with respect for the client is demanded.
How will handle a situation as a supervisor where a guest misbehaves with a chambermaid on the floor?
depends on what you mean by "misbehaving"... depend on room cleaning
How would an hotel employee handle a guest's complaint about the delay of room cleaning?
I'm not an expert in hospitality, but I'd start with the basics:Apologize for your delay, even if it wasn't your (personal) fault.Offer an explanation, but not as an excuse. "The hotel experienced a leaking pipe, which required extra time to clean up the guest's bathroom. I'm very sorry this delayed me in getting to your room."Ask if there is anything that needs attention immediately, before you do your regular duties.Ask if this is a good time now for you to do your clean-up.If the hotel has any 'make up' policies, like a complimentary gift or something, offer it.State that you will convey to the manager their complaint or concern.Be friendly, but quick as you work. Be thorough but efficient.Before you leave ask if they are satisfied; if there is anything else you can do.If the manager had anything else to offer, and you are delegated to tell the guest, return and offer the perk or gift or whatever it is.
Scope and delimitation on handling guest complaint in restaurant?
Handling a guest complaint in a restaurant requires the employee to be respectful, and take the complaint seriously. The employee has to do all possible to address the complaint effectively.
What are three types of feedback you can get from talking with guest?
Compliment, Inquiry and Complaint.
