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time is up

There are problems at the hotel! Can you solve them?

1) A guest is coming to you/the reception, complaining about bad (room)service?
How do you react? What do you propose?

2) A guest complains that his Restaurant table/room is very dirty.
What do you do? What formal expressions do you use to talk to guests?

3) Your Restaurant/hotel is overbooked, a guest booked is arriving and you have
to tell him that there is no table/room available for him!
What do you say? What can you do?


saved
Ideas
Pros and cons
 
Votes
Keep calm and help your customer!
by Giusy P.
1) Any situation happens to a receptionist the Essential isAnd keep calm and Reflect Clearly to f... more
 
You gave a good solution, but some guests are often rude. It is not easy to keep calm with these ... more
by Turillo
 
6
Vote

I agree with you, Susanne Meyer, Alessandro Ruffino and 3 more

Problem Solving
by Paolo Zuppardi
1st Problem: First of all i will speak politely and i ask what's the problem, then i can propo... more
 
These are a good solutions, I like how you solve the problems
by Laura
5
Vote

Susanne Meyer, Alessandro Ruffino, Turillo and 2 more

When you receive any type of complaint from the customer, try to avoid sounding impolite, you must keep calm and try to handle every situation with great care and professionalism.Furthermore the guest will appreciate and remember your kindness.Particullary: If the guest complains about the dirty ... more
by Jigsaw24SAW
5
Vote

Jigsaw24SAW, Susanne Meyer, Alessandro Ruffino and 2 more

Do the job with passion and profession!.
by Miry
If the customer claims the receptionist has to manage the situation very carefully and profession... more
5
Vote

Susanne Meyer, Alessandro Ruffino, Turillo and 2 more

Always polite!!
by Turillo
1) I apologize for the inconvenience and i propose a repayment about 50% of room rate and the pro... more
 
I agree with you
by vale g.
3
Vote
Alessandro Ruffino
Giusy
Susanne Meyer
The customer is always right
by Federica
1) First, I apologize for the problem caused and try to talk to the client always so polite, find... more
 
Hey, Federica ... I agree with you, Propose new choice to the client is very important. In this ... more
by Jigsaw24SAW
2
Vote
Alessandro Ruffino
Jigsaw24SAW
no problem customer!
by vale G.
1 ) I apologize for the inconvenience and immediately showed me immediately available to find a s... more
2
Vote
Alessandro Ruffino
Jigsaw24SAW
Give full attention to the guest and try to resolve its problem.
by Vale S.
1) In this case I offer a course for gift to the guest. 2) I make him wait at the bar of the h... more
2
Vote
Alessandro Ruffino
Susanne Meyer
You have to be kind and always try to give a solution.
by Vera
1) Show concern in what happened to the guest ,use a polite tone and never lose self-control. He... more
2
Vote
Alessandro Ruffino
Susanne Meyer
You have to be always friendly and the first thing what you have to do is listen to the Guest! Say sry and show him that you understand why he is angry. You have to be looking for a solution and try to remove the Problem . The Guest must be happy after the conversation with you !
by Chantal Valentin
2
Vote
Alessandro Ruffino
Susanne Meyer
Be professional!.
by Marika
when a guest complaints of service gone bad: the receptionist must respond calmly and reassure th... more
1
Vote
Alessandro Ruffino
YOU MUST ALWAYS BE Satisfied! Any Both the Reason That pushes a customer complain, the receptionist MUST first of all keep calm and smile, Always listen CAREFULLY Customer maintaining contact visual chat, and Essential show regret for the incident and apologize More Times with the customer, and s... more
by Angelica
1
Vote
Alessandro Ruffino
One solution
by By Laura
1) When the customer complains about the room service request the receptionist must provide for t... more
1
Vote
Alessandro Ruffino

Comments

Turillo

Sorry for my error when i wrote the solution for the problem. ;)

Wed, May 27, 2015

Reply to this comment
Vale S.

I'm sorry but I made an error while I wrote the first comment.

Wed, May 27, 2015

Reply to this comment
Miry

sorry I made a mistake at the beginning I had to write reclaims and not claims
and sorry for any errors hello guys!

Mon, May 11, 2015

Reply to this comment

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