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.
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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.
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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
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Cheat sheet:
| Step | What to Do | Why It Is Important | Examples / Tips |
|---|---|---|---|
| 1. Listen Carefully | Pay full attention to the guest. Do not interrupt. | Understand the problem correctly. Shows respect and care. | “I understand, thank you for telling me.” |
| 2. Identify the Problem | Make sure you know what the problem is. Ask questions if needed. | Knowing the exact problem helps you find the best solution. | “Can you tell me more about the problem with your room?” |
| 3. Think of Possible Solutions | Find simple ways to help the guest. | Gives the guest options and shows you care. | Room upgrade, free drink, late check-out, small gift. |
| 4. Offer a Solution | Choose the best solution and offer it politely. | Helps the guest quickly and shows good service. | “We can give you a bigger room today.” |
| 5. Give More Than Expected | Add a small extra to make the guest happy. | Makes the guest feel special and valued. | Free drink + small gift, late check-out + chocolate. |
| 6. Check Satisfaction | Ask the guest if the solution is okay. Smile and be polite. | Ensures the guest is happy and leaves with a good impression. | “Is everything good now? I hope you enjoy your stay.” |
| 7. Follow Up (Optional) | Make sure the problem is fixed completely. | Prevents future complaints and shows professionalism. | Call or visit the room later to check. |
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.