国际著名酒店娱乐部程序(英文)(doc 12页)

国际著名酒店娱乐部程序(英文)内容提要：
    Should you come across a complaint lodged by a guest, complete the following procedure.
1、Listen to the complaint.
2、Should the guest be angry or loud, get then to a quiet place tactfully.
3、Re – state the problem in your own words to make sure it is understood.
4、Show empathy – sympathise with the guest, show you care.
5、Take action – This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot out .
6、Always report the complaint to your superior.

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