Module 5 Flashcards
involves disagreements between hotel guests, employees, or departments
Conflict
This are the result of conflict
•misunderstanding
•differing expectations
•personality clashes
Is the services and facilities a hotel offers during their stay.
Guests experience
It includes handling guests’ luggage
Bell service/porter service
A hotel offers this service to guests with cars who need space
Parking service
providing information to guests about the hotel
and the city
Concierge service
is operated by a switchboard
Telephone service.
It includes assistance with business-related tasks
Business support service
this service to guests who want access to fitness facilities
Wellness Service
to assist guests who may not speak the local
language
Language interpretation service
This service helps guests to find and purchase items
Shopping service.
It allows guests to capture and preserve special moments during their stay at the hotel.
Photography service
are disagreements between parties or departments
Employee disputes
are conflicts linked with the hotel’s structure and operations
Operational issues
is a statement of dissatisfaction from the guest
complaint
are related to the breakdown of systems and equipment in the guest
room
Mechanical complaints
result when a guest feels insulted
Attitudinal complaints
are concerns about the services provided by a hotel
Service-related complaints
refer to the concerns and problems a hotel has no control over
Unusual complaints
help in controlling a situation and lead it toward
LAST Complaint Plan
4 steps of LAST Complaint plan
- Listening
- Apologizing
- Solving
- Thanking
means putting oneself in the perspective of the guest
Listening
refers to expressing regret to the guest for the incident.
Apologizing
addresses the guest’s problem by offering a solution for them
Solving
