1、Warming up:who:receptionist/bellman/GRO/GSMWorking place:at the front desk/at guest roomWay of handling guest complaint:face to face/telephone/emailService progress and practical expression：be patient to listen to what guest says and make record.say sorry or apologize.“sorry for the inconvenience.”“
2、we do apologize for what happened to you.”tell the guest when the problem will be solved“we are really sorry to hear that,and we will send someone to fix it at once.”express your thanks to the guest“thank you for bringing this matter to our attention.”guarantee that wouldnt happen again.“we promise that wont happen again.”“I assure you that wont happen again.”Key points:Listen to the guestMake apologyShow the sympathyMake recordsSolve the problemThanks for the guestMake log case
