GUEST CONFLICT RESOLUTION Wikispaces客人Conflict Resolution Wikispaces.pptVIP

Service received from employees is one part of the guest experience, and in addition, many physical aspects of the hotel must function well to ensure the guest receives the whole product At some point, one or both of these parts may break down Resolving a conflict to a guest’s satisfaction can “turn” around an unhappy guest and make him/her a satisfied guest The resolution is best accomplished by adhering to the visual and verbal rules of guest service It is assumed that if the employee is fully trained, the following rules should be followed to meet or exceed a guest’s expectations Listen f