How to Handle Guests Complaints in a Hotel|•Front office

00:02:43
https://www.youtube.com/watch?v=ey-Vb4JChD8

الملخص

TLDRIn this hotel scenario, a guest calls the front desk to express her disappointment about a dirty room she booked. The front desk staff apologizes and informs her that housekeeping is on the way to clean the room. Upon arrival, the housekeeping staff addresses the issues and offers a discount and free snacks as compensation. The guest appreciates the prompt response and the efforts to resolve her concerns.

الوجبات الجاهزة

  • 🛎️ Guest expresses dissatisfaction about room cleanliness.
  • 👩‍💼 Front desk staff quickly addresses the issue.
  • 🧹 Housekeeping is sent to clean the room.
  • 👍 Staff offers a sincere apology to the guest.
  • 💵 The guest receives a 3% discount as compensation.
  • 🍪 Free snacks are provided to the guest.
  • 😊 Guest appreciates the staff's responsiveness.
  • ✨ Hotel ensures issues will not happen again.

الجدول الزمني

  • 00:00:00 - 00:02:43

    A guest from room 360 expresses disappointment over a dirty room upon arrival at the hotel. The front desk staff acknowledges the complaint, apologizes, and assures the guest that housekeeping is on their way to address the issue. The staff emphasizes the hotel's commitment to resolving the problem and values the guest's patience. Housekeeping staff arrives to clean the room and offers additional assistance. The hotel manager additionally provides a 3% discount and a free snack as compensation for the inconvenience, and the guest expresses gratitude for the prompt response and resolution of issues.

الخريطة الذهنية

فيديو أسئلة وأجوبة

  • What was the guest's complaint?

    The guest complained about a filthy room upon her arrival.

  • How did the hotel staff respond to the complaint?

    The hotel staff apologized and assured the guest that housekeeping would resolve the issue.

  • What compensation did the guest receive?

    The guest received a 3% discount and free snacks as an apology.

  • Who was the first staff member to speak to the guest?

    The first staff member was from the front desk department.

  • How did the guest feel about the resolution provided?

    The guest expressed satisfaction with the staff's responsible handling of the situation.

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الترجمات
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التمرير التلقائي:
  • 00:00:00
    [Music]
  • 00:00:11
    good morning mom nunia thank you for
  • 00:00:14
    calling the front desk how may i help
  • 00:00:16
    you
  • 00:00:17
    good morning i'm calling from room 360
  • 00:00:21
    268 i'm so disappointed because i travel
  • 00:00:25
    all the way
  • 00:00:26
    here to find a filthy room and i faded a
  • 00:00:29
    lot to book this room and only to
  • 00:00:31
    discover that it was filthy
  • 00:00:33
    i completely understand your frustration
  • 00:00:35
    mom ninja i feel the same way i
  • 00:00:38
    apologize for the inconvenience
  • 00:00:41
    this way at the moment we will speak
  • 00:00:42
    with my hotel manager about your problem
  • 00:00:51
    thank you for your patience mom
  • 00:00:53
    the housekeeping stop is underway and we
  • 00:00:56
    promise that this will never happen
  • 00:00:58
    again
  • 00:01:00
    oh thank you for the response
  • 00:01:03
    no problem mom just wait for the
  • 00:01:05
    housekeepers who are on the way is there
  • 00:01:07
    anything i can do to help you
  • 00:01:11
    nothing
  • 00:01:14
    thank you mom nina we will make sure
  • 00:01:16
    that your complaint will have a solution
  • 00:01:19
    thank you
  • 00:01:22
    good morning ma i am the one who was
  • 00:01:25
    sent here to clean your area from the
  • 00:01:27
    department of housekeeping my name is
  • 00:01:30
    reyes nica
  • 00:01:32
    oh thank you for the response come in
  • 00:01:40
    i already fixed the things that you
  • 00:01:42
    complain about is there anything i can
  • 00:01:45
    do for you mom
  • 00:01:48
    um nothing thank you
  • 00:01:53
    good morning mom i am abrega jason we
  • 00:01:56
    already fix your problem we want to say
  • 00:01:59
    sorry for those things no worries your
  • 00:02:01
    staff is very responsible with those
  • 00:02:03
    problems so no worries
  • 00:02:06
    thank you mom you have a three percent
  • 00:02:08
    discount and a free snap for you
  • 00:02:11
    for those problems mom oh really
  • 00:02:15
    thank you for that
  • 00:02:17
    you're always welcome mom is there
  • 00:02:20
    anything we can help
  • 00:02:23
    um nothing thank you
  • 00:02:26
    if there is anything you want just call
  • 00:02:28
    us we will make sure that those problems
  • 00:02:30
    will not happen again thank you mom for
  • 00:02:33
    your patience again this is jesse
  • 00:02:35
    labriega from front desk department
  • 00:02:39
    okay thank you so much
الوسوم
  • hotel
  • customer service
  • complaint
  • housekeeping
  • room cleanliness
  • apology
  • discount
  • snacks
  • guest satisfaction
  • staff response