1. When the guest complains, stop whatever you are doing and face the guest.
2. Listen to the complaint thoroughly
3. Be empathetic and acknowledge the guest’s feelings.
4. Try to identify the problem and do not make excuses.
5. Act immediately.
6. Provide options for the guest.
7. Thank the guest.
8. Ensure guest satisfaction.
9. Record the incident.
- END -
?2009 The Peninsula Shanghai Waitan Hotel Company, Limited