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.
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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.
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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
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Cheat sheet :
| Phrase | Meaning | Example |
|---|---|---|
| to handle a complaint | To listen to a problem and try to fix it | “I will handle your complaint and find a solution.” |
| to stay calm | To be quiet and not angry or worried | “Stay calm even if the guest is upset.” |
| to be polite | To use nice words and good manners | “Always be polite: say ‘please’ and ‘thank you.’” |
| to be angry | To feel upset or mad | “The guest is angry because the room is not ready.” |
| to listen carefully | To pay close attention to what someone says | “Listen carefully to understand the guest’s problem.” |
| to care for somebody | To want to help and be kind | “Care for the guest and make them happy.” |
| a friendly attitude | Acting kind, nice, and happy with people | “Smile and have a friendly attitude at work.” |
| to solve a problem correctly | To fix a problem in the right way | “Solve the guest’s problem correctly and quickly.” |
| to feel respected | To feel that people treat you well and fairly | “Guests feel respected when staff listen and help them.” |
| a good reputation | People think well about you or your hotel | “The hotel has a good reputation for great service.” |
| to make the guest want to come back | To help a guest like the hotel so they return | “Good service makes the guest want to come back.” |
| a skill | Something you can do well because you learned it | “Handling complaints is an important skill for staff.” |
| to show respect | To act in a way that makes people feel important | “Always show respect to every guest.” |
| to show care | To act in a kind way and help people | “Show care by helping guests with their problems.” |
| at all times | Always, every time | “Staff must be polite and friendly at all times.” |
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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.
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