How to Handle Guests Complaints in a Hotel|•Front office

Summary

A guest expresses frustration over a dirty room at a hotel, but the staff responds quickly to resolve the issue. After the room is cleaned, the guest is offered a discount and a free snack as an apology for the inconvenience. The staff assures the guest that the problem will not happen again and expresses gratitude for their patience. The interaction highlights attentive customer service, emphasizing the hotel's commitment to resolving complaints and ensuring guest satisfaction.

Takeaways

• 😀 The guest is disappointed with the cleanliness of the room and expresses frustration upon arrival.
• 😀 The front desk staff acknowledges the guest's frustration and promises to address the issue with the hotel manager.
• 😀 The front desk staff assures the guest that housekeeping is on the way to resolve the situation.
• 😀 The guest appreciates the response and is told that the problem will be taken care of immediately.
• 😀 The housekeeping staff, Reyes Nica, arrives to clean the room and assures the guest that the complaints have been addressed.
• 😀 The guest thanks the housekeeping staff and confirms the issue has been fixed.
• 😀 A staff member, Abrega Jason, follows up with the guest to confirm the problem has been resolved and apologizes again.
• 😀 The guest acknowledges the staff's efforts and expresses satisfaction with their responsiveness to the problem.
• 😀 As a gesture of goodwill, the guest is offered a 3% discount and a free snack for the inconvenience caused.
• 😀 The front desk staff reassures the guest that the issues will not happen again and offers further assistance if needed.

Q & A

What is the main issue the customer is complaining about in the script?

The customer is complaining about a filthy room that they discovered after traveling to the hotel.

How does the hotel staff respond to the customer's complaint?

The hotel staff apologizes for the inconvenience, acknowledges the issue, and assures the customer that the problem will be addressed and does not happen again.

What action does the hotel staff take after the complaint is made?

The hotel staff informs the customer that housekeeping will attend to the issue, and they ensure that the complaint will be resolved.

How does the housekeeping staff respond when they arrive at the customer's room?

The housekeeping staff, represented by Reyes Nica, apologizes for the issues and informs the customer that the problems have been fixed.

What additional gesture does the hotel make to apologize for the inconvenience?

The hotel offers the customer a 3% discount and a free snack as a form of apology.

How does the customer react to the resolution of the issue?

The customer expresses appreciation for the staff's responsibility in addressing the issue, and they seem satisfied with the solution.

Who takes responsibility for fixing the issue in the room?

The housekeeping staff, specifically Reyes Nica, takes responsibility for fixing the issues in the room.

How does the customer feel about the staff's handling of the complaint?

The customer seems satisfied and reassured, stating that the staff is very responsible in handling the problems.

What is the tone of the communication between the hotel staff and the customer?

The tone of the communication is polite, apologetic, and professional, with the staff showing empathy for the customer's situation.

What was the final resolution provided to the customer?

The final resolution includes a 3% discount, a free snack, and a promise that the issues will not happen again, along with assurances of improved service.