What is your guest complaint handling process during peak hours?

Question

Accepted Answer

Efficiently addressing guest complaints during busy times requires quick assessment, prioritization, and effective communication.

Listen actively to the guest's complaint to understand their issue clearly.
Acknowledge the complaint and apologize for the inconvenience caused.
Assess the urgency of the complaint to prioritize it appropriately; for example, a room issue may take precedence over a minor billing error.
Provide a quick solution or workaround if possible, such as offering a complimentary drink while the issue is resolved.
Follow up with the guest to ensure their satisfaction after the issue has been addressed.

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