s12 handling complaints check-out service.pdfVIP

Session 12 Front Office: Handling Complaints Checking out Antony Learning objectives: At the end of the session, you will be able to: • Know the common causes for guest complaints. • List the 4 types of improper attitude towards handling guest complaints. • Analyze the guest’s reasons for complaining from the psychological view. • Grasp the skills of receiving guests with complaints and the proper steps of handling guest complaints. • Learn useful expressions to cope