• Ask later: “Is everything okay now?”
• Manager can also call or leave a note.
  

Follow up:

After you solve a guest’s problem or complaint, it is important to check that everything is okay. This shows the guest that you care about their stay and that the hotel is professional.

1. Ask later: You can ask the guest politely:

• “Is everything okay now?”
• “Are you happy with our solution?”

2. Manager can help: Sometimes, the manager can call the guest or leave a note in the room to make sure the guest is satisfied.

Why follow-up is important:

• Guests feel valued and respected.
• It can prevent negative reviews.
• It improves the hotel’s reputation.

Example:
If a guest had a noisy room, after moving them to a quiet room, you can go later and ask: “Is everything okay now? Is your new room comfortable?”

#################

Follow up: solving problems and dealing with complaints in a hotel

In a hotel, guests sometimes have problems or complaints. They may be unhappy with their room, the service, or something else. It is very important for hotel staff to solve these problems quickly and politely. After solving the problem, it is also very important to follow up.

Following up means checking later if everything is okay. You can ask the guest politely: “Is everything okay now?” or “Are you happy with our solution?” This shows that the hotel cares about the guest and wants them to have a good stay.

Sometimes, the hotel manager can also help with follow-up. The manager can call the guest or leave a note in the room to make sure the guest is satisfied. This is very professional and makes the guest feel important.

Following up is important because it can stop small problems from becoming bigger. Guests feel respected and happy. They may write good reviews and come back to the hotel again.

In conclusion, following up after solving a problem is a small action, but it is very important in the hotel business. It makes guests feel comfortable and improves the hotel’s reputation.

____________________

Vocabulary:

1. To follow up – to check later if something is okay.
2. To solve a problem – to find an answer for a problem.
3. To deal with a complaint – to help a guest who is unhappy.
4. Politely – in a nice and friendly way.
5. A solution – a way to fix a problem.
6. To care for somebody – to help and be kind to someone.
7. To have a good stay – to enjoy your time in a hotel.
8. To make sure – to check that something is correct.
9. To be satisfied – to be happy with something.
10. To be professional – to act in a correct and polite way at work.
11. To stop problems from becoming bigger – to solve small problems before they get worse.
12. To feel respected – to feel that people are nice and polite to you.
13. To write a review – to write your opinion about a hotel or service.
14. In conclusion – at the end, to say the final idea.
15. To improve a situation – to make a problem better.
16. A reputation – what people think about a person or a company.

################

Cheat sheet 1:

###################

Cheat sheet 2:

Extra tips:

• Always be polite and friendly.
• Act quickly to solve problems.
• Follow up is important to prevent negative reviews.
• Be professional at all times.

5. Give a Solution:

Step 1: Listen to the guest

First, listen carefully to the guest. Understand the problem. Do not interrupt. Show that you want to help.

Step 2: Think of possible solutions

There are many simple solutions you can give:

• Room upgrade – Give the guest a bigger or better room.
• Free drink – Give a coffee, tea, or soft drink.
• Late check-out – Let the guest stay a few extra hours.
• Small gift – Give a small present like chocolate, fruit, or a souvenir.
  

Step 3: Give more than the guest expects

Try to give a little extra. For example, if the guest asks for a late check-out, you can also give a free drink. This makes the guest feel special.

Step 4: Check the guest is happy
Ask the guest if the solution is good. Smile and be polite. A happy guest remembers the hotel and tells others.

Conclusion:

Giving a solution is not only about fixing the problem. It is about making the guest feel important and welcome. Small gestures can make a big difference.

################

When a guest has a problem in a hotel, it is very important to give a solution. A solution can make the guest happy and comfortable. First, you must listen to the guest carefully. Do not interrupt. Show that you understand the problem and want to help.

Next, think about the possible solutions. There are many simple things you can do. You can give a room upgrade. The guest gets a bigger or better room. You can give a free drink, like coffee, tea, or water. You can offer a late check-out, so the guest can stay a little longer. You can give a small gift, for example chocolate, fruit, or a small souvenir.

It is important to give more than the guest expects. For example, if the guest asks for a free drink, you can also give a small gift. This makes the guest feel special and happy.

Finally, check if the guest is happy with the solution. Smile and be polite. A happy guest will remember the hotel and tell other people. Giving a solution is not only about fixing the problem. It is about giving good service and making the guest feel important.

____________________

Vocabulary:

• to have a problem – to have something that is not good or is difficult
• to give a solution – to help with a problem
• comfortable – feeling good and relaxed
• to listen carefully – to pay close attention when someone speaks
• to interrupt – to stop someone while they are speaking
• a possible solution – a way to fix a problem
• a room upgrade – a better or bigger room than before
• a late check-out – leaving the hotel later than the usual time
• to give a gift – to give something nice to someone
• to expect – to think something will happen
• finally – at the end, last
• to smile – to make your mouth look happy
• to be polite – to be nice and show respect to others
• to remember – to keep something in your mind
• to fix a problem – to make a problem better or stop it
• to make somebody feel important – to help someone feel special and valued

##############

Cheat sheet:

Extra Tips:

• Always stay calm and friendly.
• Use polite words like “please,” “thank you,” and “I’m sorry.”
• Small gestures can make a big difference.
• Remember: the goal is not only to fix the problem but also to make the guest feel important.

Rule: Do not blame other people.
Always say: “I will fix this for you.”
—————————————-

1) Why it is important

• Guests feel safe when staff take responsibility.
• It shows respect and care.
• It builds trust between guest and hotel.
• Guests expect staff to be responsible in a 5-star hotel.

2) What to say (good words)

• “I am sorry. I will fix this for you.”
• “Thank you for telling me. I will fix this for you.”
• “I understand. I will fix this for you.”

3) What not to say (bad words)

• “It is not my job.”
• “Another department made a mistake.”
• “I don’t know.”

4) How to speak

• Use a calm voice.
• Look at the guest.
• Speak clearly.
• Always say: “I will fix this for you.”

5) Short role-play examples

Example 1
Guest: “My room is noisy.”
Staff: “I am sorry. I will fix this for you.”

Example 2
Guest: “My bill is wrong.”
Staff: “Thank you for telling me. I will fix this for you.”

Example 3
Guest: “My room is not clean.”
Staff: “I understand. I will fix this for you.”

###############

Take Responsibility

In a 5-star hotel, it is very important to take responsibility. When a guest has a problem, the staff must not blame other people. Guests do not want to hear excuses. They want to hear that the hotel will take care of them.

Taking responsibility means using the right words. The best words are: “I will fix this for you.” These words are short, simple, and strong. They show the guest that the staff member cares. They also show that the staff member will take action.

When a guest is upset, the wrong words can make the problem worse. For example, saying “It is not my job” or “Housekeeping made a mistake” is not good. These words blame other people. The guest will feel angry or disappointed.

The correct way is always to accept the problem. The staff should look at the guest, stay calm, and speak clearly. A smile and polite tone also help. Then, the staff should say: “I am sorry. I will fix this for you.”

This small sentence builds trust. The guest feels safe and respected. Taking responsibility is the heart of excellent service.

——————————-

Vocabulary:

1. To take responsibility – to say a problem is your job and you will do something.
2. To blame other people – to say the problem is someone else’s fault.
3. To hear an excuse – to listen to a reason why someone says they cannot do something.
4. To take care of a guest – to help a guest and make them feel good.
5. To take action – to do something to solve a problem.
6. To be upset – to feel unhappy or angry.
7. To make a problem worse – to make a problem bigger or more difficult.
8. To feel angry – to have strong bad feelings.
9. To be disappointed – to feel sad because something is not good or not what you wanted.
10. To accept the problem – to say “yes, this is a problem” and not blame others.
11. To stay calm – to not get angry or nervous.
12. To speak clearly – to talk so other people can understand you.
13. A polite tone – a nice, friendly way to speak to people.
14. To build trust – to make someone believe you are honest and reliable.
15. To feel safe – to feel no danger and feel protected.
16. To feel respected – to feel that people are nice and care about you.
17. To be the heart of excellent service – to be the most important part of very good help to guests.

##################

Cheat sheet 1:

——————————

Cheat sheet 2 – key points:

Key Points to Remember

• Never blame other people.
• Speak politely and calmly.
• Show the guest you care.
• Always use: “I will fix this for you.”
• Taking responsibility builds trust and respect.

####################
Flowchart:

Guest has a problem or complaint
            |
            v
      Staff listens carefully
            |
            v
     Staff apologizes politely
            |
            v
  Staff takes responsibility (do not blame others)
            |
            v
   Staff says: "I will fix this for you."
            |
            v
   Staff stays calm and uses polite tone
            |
            v
 Staff repeats or confirms the problem to show understanding
            |
            v
       Staff follows up/checks
            |
            v
Guest feels safe, respected, and satisfied

Tips for staff

• Always stay calm and speak clearly.
• Never blame other staff or departments.
• Use polite language at all times.
• Saying “I will fix this for you” is the most important step.
• Follow-up if possible to make sure the guest is happy.

###################

##################

3. Say Sorry

Saying sorry is very important.
Guests want to hear that you care.
Even if the problem is not your fault, always say sorry.

• A sorry makes the guest feel respected.
• A sorry shows the guest that you are listening.
• A sorry helps the guest feel calm.

How to say sorry:

• Look at the guest.
• Use a kind voice.
• Say it clearly.

Examples:

• “I’m very sorry for the problem.”
• “I’m sorry you had to wait.”
• “I’m sorry your rest was disturbed.”

Do not say:

• “It’s not my fault.”
• “You must talk to someone else.”

Remember:
You are not saying you made the mistake.
You are saying: “I care about your problem.”

#################

Summary:

Saying sorry is one of the most important parts of good service. When a guest has a problem, they want to feel that the staff understand them. A simple sorry can make a big difference. Even if the problem is not your fault, you should always say sorry. This shows the guest that you care about their feelings.

When you say sorry, you help the guest feel calm. They see that you are on their side. It is not about blaming anyone. It is about showing respect. Guests may forget the problem later, but they will remember if the staff spoke kindly and politely.

How should you say sorry? First, look at the guest and listen carefully. Then, use a soft and kind voice. Keep the words short and clear. Good examples are: “I’m very sorry for the problem,” or “I’m sorry your rest was disturbed.” These words are simple, but they show empathy.

You should not say: “It’s not my fault,” or “Talk to someone else.” These answers make the guest feel worse. Remember: saying sorry does not mean you made the mistake. It means you care. A true and kind sorry is the first step to making the guest happy again.

______________________

Vocabulary:

to say sorry – to tell someone “sorry” when there is a problem.

to understand – to know what something means.

a big difference – when two things are not the same.

a fault – something wrong; a mistake.

to care about feelings – to think about how someone feels.

to feel calm – to be quiet inside, not angry, not afraid.

to blame somebody – to say it is another person’s fault.

to show respect – to be polite and nice to someone.

to remember – to keep something in your mind.

to speak kindly – to talk in a nice and friendly way.

politely – to speak in a good and respectful way.

to listen carefully – to pay close attention when someone talks.

a soft voice – a quiet, gentle voice.

to be kind – to be good and helpful to people.

to keep words short – to use only a few, simple words.

to disturb someone’s rest – to stop someone from sleeping or relaxing.

to show empathy – to say “I understand how you feel.”

to feel worse – to feel more bad than before.

to make a mistake – to do something wrong, not correct.

to care for somebody – to look after someone, to help them.

################

Cheat sheet 1:

##################
Cheat sheet 2:

Practice Situations

Who Can Offer What

2. The 6-Step Golden Framework

1. Listen Actively
   • Maintain eye contact, nod, and don’t interrupt.
   • Note key details.
2. Acknowledge & Empathize
   • Show understanding: “I understand how this has disrupted your stay.”
3. Apologize Sincerely
   • Even if it’s not your fault: “I’m very sorry for this inconvenience.”
4. Take Ownership
   • Avoid passing blame.
   • Use: “I will personally make sure this is resolved.”
5. Offer a Solution / Service Recovery
   • Empowered options: upgrade, complimentary service, late check-out, small gift.
   • Always aim to exceed expectations.
6. Follow-Up
   • Check back: “Has everything been resolved to your satisfaction?”
   • Management may add a personal touch (note, call).

################

Summary:

In a five-star hotel, staff need a clear way to handle guest complaints. This is called the “6-step golden framework.”

The first step is to listen carefully. Staff must pay attention and understand the guest’s problem.

The second step is to acknowledge and show empathy. This means staff show that they understand and care about the guest’s feelings.

The third step is to apologize. Even if the problem is not the staff’s fault, they should say sorry.

The fourth step is to take ownership. Staff should promise to help and not blame others.

The fifth step is to offer a solution. This can be a small gift, a room change, or something else that makes the guest happy.

The sixth and last step is to follow up. Staff should check that the guest is satisfied.

Using these six steps helps guests feel respected and happy and makes the hotel look good.

###################
Vocabulary:

• to handle complaints – to deal with problems or complaints from guests
• a framework – a plan or steps to do something
• to pay attention – to look or listen carefully
• to acknowledge and show empathy – to say you understand and care about someone’s feelings
• to care about feelings – to be kind and think about how someone feels
• to apologize – to say “I am sorry”
• a fault – a mistake or something wrong
• to take ownership – to say “I will help” and accept responsibility
• to promise – to say you will do something
• to blame somebody – to say it is someone else’s fault
• to offer a solution – to give an idea to fix a problem
• a small gift – a little present
• a room change – giving the guest a different room
• to follow up – to check later if everything is OK
• to be satisfied – to be happy with something
• to feel respected – to feel treated well and politely

##################

Cheat sheet:

1. Training Objectives

By the end of this module, staff should be able to:

• Handle guest complaints professionally and with empathy.
• Turn negative experiences into opportunities for guest loyalty.
• Apply a clear step-by-step framework to resolve issues confidently.
• Understand the level of authority they have to provide solutions.
  

#######################

In a five-star hotel, it is very important for staff to handle guest complaints in a professional way.
This means that staff should always stay calm and polite, even if the guest is angry or unhappy.
Staff should listen carefully to the guest and try to understand their problem.
They should show that they care and that they want to help.
Using kind words and a friendly attitude can make the guest feel better.
Staff should also try to solve the problem quickly and correctly.
If the staff can handle complaints well, the guest will feel respected and happy.
This can help the hotel have a good reputation and make the guest want to come back.
Professional complaint handling is a very important skill for everyone working in a hotel, because it shows respect, care, and good service at all times.

———————————-
Vocabulary:

• to handle a complaint – to listen to a problem and try to fix it
• to stay calm – to be quiet and not angry or worried
• to be polite – to use nice words and good manners
• to be angry – to feel upset or mad
• to listen carefully – to pay close attention to what someone says
• to care for somebody – to want to help and be kind to someone
• a friendly attitude – acting kind, nice, and happy with people
• to solve a problem correctly – to fix a problem in the right way
• to feel respected – to feel that people treat you well and fairly
• a good reputation – people think well about you or your hotel
• to make the guest want to come back – to help a guest like the hotel so they return
• a skill – something you can do well because you learned it
• to show respect – to act in a way that makes people feel important
• to show care – to act in a kind way and help people
• at all times – always, every time

###############
Cheat sheet :

################

Summary:

• In a five-star hotel, it is very important for staff to handle guest complaints in a professional way.
• Staff should always stay calm and polite, even if the guest is angry or unhappy.
• Staff should listen carefully to the guest and try to understand their problem.
• Staff should show that they care and want to help the guest.
• Using kind words and a friendly attitude can make the guest feel better.
• Staff should try to solve the problem quickly and correctly.
• Handling complaints well makes the guest feel respected and happy.
• Good complaint handling helps the hotel have a good reputation.
• It can also make the guest want to come back to the hotel.
• Professional complaint handling is an important skill for everyone in the hotel because it shows respect, care, and good service.

################

• turning guest complaints into memorable experiences”

Training module (A2):

1. Training Goals

At the end of this module, staff will:

• Handle guest problems in a polite and kind way.
• Change a bad situation into a good one.
• Use a simple 6-step plan to fix problems.
• Know what they can and cannot offer as a solution.

2. The 6 Golden Steps

1. Listen Carefully

• Look at the guest.
• Nod.
• Do not interrupt.
• Remember the main points.

2. Show Care (Empathy)

• Say: “I understand how you feel.”

3. Say Sorry

• Always say sorry, even if it’s not your fault.
• Example: “I’m very sorry for the problem.”

4. Take Responsibility

• Do not blame others.
• Say: “I will fix this for you.”

5. Give a Solution

• Possible solutions: room upgrade, free drink, late check-out, small gift.
• Try to give more than the guest expects.

6. Follow Up

• Ask later: “Is everything okay now?”
• Manager can also call or leave a note.

3. Practice Situations

A. Room Not Ready
Guest: “I waited 30 minutes. This is bad.”
Staff:

• Listen.
• Say: “I understand your frustration.”
• Say sorry.
• Take action: “I will check with housekeeping.”
• Offer: free drink + room upgrade.
• Call later to check.

B. Noise in Room
Guest: “The next room is too noisy.”
Staff:

• Say: “I’m sorry your rest was disturbed.”
• Call security or change room.
• Offer: fruit basket + apology card.
• Call next morning to check sleep.

C. Wrong Bill
Guest: “I was charged for something I did not take.”
Staff:

• Listen.
• Say: “I understand your concern.”
• Say sorry.
• Take action: “I will remove the charge now.”
• Offer: free airport transfer (for important guest).
• Manager says sorry at checkout.

4. Exercise

• Work in pairs.
• One is the guest, one is staff.
• Practice A, B, C.
• After: talk about what was good and what to improve.

5. What Staff Can Offer

• Front Desk / Concierge: free fruit, free drink, late check-out.
• Supervisors: room upgrade, free service.
• Managers: big problems, VIP guests.

6. Useful Sentences

• “I understand how you feel.”
• “I’m very sorry for this.”
• “I will take care of this for you.”
• “May I offer you [solution]?”
• “Is everything okay now?”

7. Result

• Guests feel happy and respected.
• Staff feel strong and ready.
• Hotel gets good reviews and more loyal guests.

############################

A2 vocabulary:

• conflict resolution → solving a fight or problem between people
• complaint handling → helping a guest who is not happy
• a summary → a short text about the main ideas
• a training goal → what you want to learn in a lesson
• a module → one part of a training course
• to handle a problem → to work on and solve a problem
• to be polite → to use good and friendly words
• to be kind → to be nice and helpful
• to change a situation into a good one → to make a bad thing better
• to fix problems → to make problems go away
• to offer a solution → to give an idea to solve a problem
• to interrupt → to stop someone when they are speaking
• to remember main points → to think again of the most important things
• to show care / empathy → to show you understand how another person feels
• a fault → a mistake or problem
• to take responsibility → to say “I will do it” or “It is my mistake”
• to blame others → to say another person made the mistake
• to give a solution → to tell how to solve the problem
• a gift → something you give for free
• to expect → to think something will happen
• to leave a note → to write a short message and put it somewhere
• frustration → a strong feeling when things don’t work and you are unhappy
• to disturb → to stop someone’s rest or peace
• an apology card → a small card that says “sorry”
• to charge for something → to ask someone to pay for something
• to work in pairs → two people working together
• to improve → to make something better
• to take care of something → to make sure something is okay
• to offer something → to say “Would you like this?”
• to feel respected → to feel that others are nice and value you
• to feel ready → to feel prepared
• a good hotel review → good words about a hotel on the internet or paper
• a loyal guest → a guest who comes back many times

##########################

🏨 Training module (B1):

1. Training Objectives

By the end of this module, staff should be able to:

• Handle guest complaints professionally and with empathy.
• Turn negative experiences into opportunities for guest loyalty.
• Apply a clear step-by-step framework to resolve issues confidently.
• Understand the level of authority they have to provide solutions.

2. The 6-Step Golden Framework

1. Listen Actively
   • Maintain eye contact, nod, and don’t interrupt.
   • Note key details.
2. Acknowledge & Empathize
   • Show understanding: “I understand how this has disrupted your stay.”
3. Apologize Sincerely
   • Even if it’s not your fault: “I’m very sorry for this inconvenience.”
4. Take Ownership
   • Avoid passing blame.
   • Use: “I will personally make sure this is resolved.”
5. Offer a Solution / Service Recovery
   • Empowered options: upgrade, complimentary service, late check-out, small gift.
   • Always aim to exceed expectations.
6. Follow-Up
   • Check back: “Has everything been resolved to your satisfaction?”
   • Management may add a personal touch (note, call).

3. Role-Play Scenarios for Practice

Scenario A: Room Not Ready at Check-In

• Guest: “I’ve been waiting 30 minutes for my room, this is unacceptable.”
• Staff Approach:
  1. Listen and let guest vent.
  2. Acknowledge: “I truly understand your frustration after your journey.”
  3. Apologize.
  4. Take ownership: “Let me personally check with housekeeping right away.”
  5. Offer solution: complimentary drink at the lounge while waiting + room upgrade.
  6. Follow-up later: phone call to confirm guest is happy with the room.

Scenario B: Noise Complaint

• Guest: “The room next door is so noisy, I can’t sleep.”
• Staff Approach:
  1. Empathize: “I’m very sorry your rest was disturbed.”
  2. Take action: contact security discreetly, offer room move.
  3. Service recovery: fruit basket and personalized apology card.
  4. Follow-up: call next morning to check on rest.

Scenario C: Incorrect Billing

• Guest: “I was charged for a minibar item I never took!”
• Staff Approach:
  1. Listen calmly, don’t argue.
  2. Acknowledge: “I understand how concerning unexpected charges can be.”
  3. Apologize for the inconvenience.
  4. Take ownership: “I will remove the charge immediately and double-check for you.”
  5. Solution: adjust bill + offer complimentary airport transfer (if high-value guest).
  6. Follow-up: send manager to personally apologize at checkout.

4. Interactive Exercise

• Split staff into pairs.
• One plays the guest, the other the staff member.
• Rotate scenarios A–C.
• After each, group discussion: What went well? What could be improved?

5. Empowerment Guidelines

• Front Desk / Concierge can offer small gestures (fruit basket, welcome drink, late checkout).
• Supervisors can approve bigger compensations (room upgrades, free services).
• Managers handle escalated complaints or very upset VIP guests.

6. Key Phrases for Staff

• “I completely understand how this must feel for you.”
• “I’m very sorry this happened during your stay.”
• “Let me take care of this for you right away.”
• “May I offer you [solution] while we resolve this?”
• “Has this been resolved to your satisfaction?”

7. Outcome

• Guests feel respected, cared for, and valued.
• Staff feel confident and empowered.
• Hotel reputation improves through positive reviews and loyalty.

• looking back, a checklist

Before you go through the checklist, do part 1 and part 2

Job Interview Self-Review Checklist – Present Tense A1 Version

1. Before entering the room

• I read about the company and job.
• I stay calm and take deep breaths.
• I feel confident and ready.
• I wear clean and neat clothes.
• I bring my CV or notebook.

2. Entering the room

• I greet the panel politely.
• I smile naturally.
• I make eye contact.
• I walk straight and sit upright.
• I keep my body relaxed.

3. Sitting down / starting interview

• I sit calmly and quietly.
• I keep my hands and feet still.
• I feel confident.
• I have pen and notebook ready.
• I focus on the panel.

4. Listening to questions

• I listen carefully to all words.
• I wait until the panel finishes.
• I ask politely if I do not understand.
• I take small notes quietly.
• I show interest by nodding or looking at the speaker.

5. Answering questions

• I speak politely.
• I give clear answers.
• I tell the truth.
• I take time to think.
• I give small examples.
• I smile naturally when I answer.
• I make a good impression.

6. During the interview

• I keep eye contact.
• I smile politely.
• I stay calm even if I feel nervous.
• I do not complain.
• I show interest in the questions.
• I sit upright.
• I speak clearly and not too fast.

7. Ending the interview

• I thank the panel politely.
• I leave calmly.
• I think about what I do well and what I can improve.
• I plan to send a thank-you email.
• I smile when I leave.