宾客投诉处理培训.doc

WOW RECOVERY Problem Level Recovery WOW Authorize Waiting in queue to check out or to enter restaurant LOW Acknowledge guest sincerely Concierge sees queue and offers an apology for delay Offer tea/coffee in Renzo to guests waiting in line for Botanica meals Empathy is extremely important Always follow up that the situation has been resolved to the guests satisfaction Foresee potential problem and tackle before it arises If dinner wait is more than 20 minutes when a booking has been made then guests should be offered a drink as they arrive The time has to be commensurate with the crime A note/letter/follow up phone call to see how everything went and to ask the guest to contact you personally if there is anything you can assist with GSA Restaurant Host/Cashier Incorrect F B order Having to wait for a meal NB Botanica associates to know the approximate preparation time of each menu item Apologize sincerely. It is essential that genuine concern is shown Blame is not the issue here Inform Shiftleader/Manager Find out how long the correct meal will take Advise guest and give them the option of having something from the buffet If the guest chooses to wait for a new meal then offer something while they are waiting Guest not charged for the incorrect item and comp. beverage for table at Manager’s discretion Manager to give personal details and make follow up phone call Shiftleader Manager Problem Level Recovery WOW Authorize Restaurant space unavailable – In House guest LOW Listen, empathize and explain that it is a busy evening Offer alternative dining time Give guest choice of waiting in room to be notified of available table or take mobile number to contact them Offer to arrange IRD Offer reservation for another evening If guest makes booking for another night ensure that all is okay Offer to set up table in Tisane Remark and Comment to be placed in GH – upon return GSA to offer to make Melba booing If making alternate booking then follow up phone call f