- from complaint to guest satisfaction
1. Introduction – The Complaint
- Start with the guest arriving at or staying in the hotel.
- Describe the problem they encounter (e.g., a dirty room, noisy neighbors, broken air conditioning).
- Show the guest’s reaction: frustration, disappointment, or annoyance.
2. Action – Reporting the Problem
- Explain how the guest communicates the issue (calls reception, visits front desk).
- Include the hotel staff’s response (listening, apologizing, offering solutions).
3. Resolution – Problem Solved
- Describe the actions taken by the staff to fix the issue (cleaning the room, changing the room, repairing something).
- Show the guest noticing the improvement or solution.
4. Conclusion – Guest Satisfaction
- Emphasize the guest’s positive reaction: happy, relieved, or thankful.
- Optionally, mention the guest leaving a compliment or feeling good about the hotel service.
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Dialogue 1:
A guest arrives at the hotel and goes to the front desk. He looks tired and frustrated.
Guest: “Excuse me, I have a problem. My room is very hot and the air conditioner does not work.”
Receptionist: “Oh, I am very sorry. That is not good. You must be uncomfortable. Do you want to stay in this room, or would you like to move to another room with a working air conditioner?”
Guest: “I would like to move, please. I cannot sleep in a hot room.”
Receptionist: “No problem. The bellboys will help you move your things to the new room.”
Guest: “Oh, thank you! That is very kind of you.”
Two bellboys arrive quickly with a trolley.
Bellboy 1: “Hello, sir. We will carry your bags to the new room. Please follow us.”
Bellboy 2: “Yes, sir. Everything will be safe and quick.”
Guest (smiling): “Thank you very much. You are very helpful.”
The guest follows the bellboys down the corridor. He feels a little better knowing help is coming. They open the door to the new room, and a cool breeze from the air conditioner welcomes him.
Guest: “Ah, now it is cool and comfortable. I am very happy. This is much better.”
Receptionist (smiling): “I am glad you are comfortable. Enjoy your stay!”
Guest: “Yes, thank you. You all helped me a lot. Now I can relax and rest.”
Bellboy 1: “We are happy to help, sir.”
Bellboy 2: “Have a nice stay!”
The guest unpacks a little, sits on the bed, and smiles. He feels relieved and satisfied with the hotel service.
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Dialogue 2:
A guest comes to the front desk looking unhappy.
Guest: “Excuse me, my shower does not work. The water is very cold.”
Receptionist: “Oh, I am very sorry. That is not good. Do you want to move to another room, or stay here?”
Guest: “I want to stay. I don’t want to move my things.”
Receptionist: “Okay. Housekeeping can fix the shower in one hour. Is that okay for you?”
Guest: “Yes, that is fine. Thank you very much.”
Receptionist: “Thank you for waiting. While you wait, we can offer you a free drink at the hotel bar. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”
The guest goes to the bar and enjoys a drink while waiting. He feels a little better.
One hour later, the receptionist goes to check the room.
Receptionist: “Hello, sir. I just want to make sure your shower works now.”
Guest (smiling): “Yes, now it is perfect! The water is hot and strong. Thank you very much.”
Receptionist: “I am glad everything is okay. Housekeeping did a good job. Enjoy your stay!”
Guest: “Yes, thank you. You helped me a lot, and I am happy now.”
The guest takes a shower and relaxes. He feels comfortable and pleased with the hotel service.
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Dialogue 3:
A guest comes to the front desk looking unhappy.
Guest: “Excuse me, my toilet does not flush.”
Receptionist: “Oh, I am very sorry. That is not good. Housekeeping can fix it now.”
Guest: “Okay, thank you.”
Later, the receptionist calls the guest to check.
Receptionist (on phone): “Hello, sir. Is your toilet working now?”
Guest: “No, it does not work. I am annoyed. I cannot use it.”
Receptionist: “I am very sorry. We will send housekeeping again to fix it immediately.”
After housekeeping works on the toilet a second time, the receptionist goes personally to the guest’s room.
Receptionist (knocking and entering): “Hello, sir. I want to check myself and make sure your toilet is working now.”
Guest (smiling): “Yes, now it works. Thank you for coming personally.”
Receptionist: “I am glad. I am very sorry for the problems earlier. To make you happy, we can offer you a free drink now, and a free dinner in the evening. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”
Receptionist: “Also, if you want, we can move you to a new room, but you do not have to.”
Guest: “No, I want to stay in this room. I am happy now with your offer.”
Receptionist: “Good. And remember, sir, if you need anything else, you can call the front desk anytime. We are here to help you.”
Guest: “Thank you! That is very nice. I feel safe and happy.”
Later, the guest enjoys a drink at the hotel bar and relaxes. In the evening, he has a free dinner and feels comfortable and satisfied.
Guest (smiling to receptionist): “Thank you very much. Now I am very happy with my stay.”
Receptionist: “I am glad, sir. Enjoy the rest of your stay!”
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An unlucky guest made a happy guest;-)
A guest arrives at the hotel in the afternoon. He looks tired after a long journey and from his room goes directly to the front desk.
Guest: “Excuse me, my room is very hot. The air conditioner does not work.”
Receptionist (smiling politely): “Oh, I am very sorry. That is not good. You must be uncomfortable. Do you want to stay in this room, or would you like to move to another room with a working air conditioner?”
Guest (sighing): “I cannot sleep in a hot room. I want to move, please.”
Receptionist: “No problem, sir. The bellboys will help you move your bags to the new room. Please wait a moment.”
Two bellboys arrive quickly with a trolley.
Bellboy 1: “Hello, sir. Please follow us. We will carry your bags.”
Bellboy 2: “Yes, everything will be safe.”
Guest (smiling): “Thank you very much. You are very helpful.”
The bellboys carry the luggage while the guest follows them down the corridor. The new room is ready, cool, and comfortable.
Guest (relieved): “Ah, now it is cool and comfortable. I am very happy.”
Receptionist: “I am glad you are comfortable. Enjoy your stay, sir!”
The next morning, the guest calls the front desk.
Guest: “Excuse me, my shower does not work. The water is very cold.”
Receptionist: “Oh, I am very sorry. Housekeeping can fix the shower in one hour. Is that okay for you?”
Guest: “Yes, that is fine. Thank you.”
Receptionist: “While you wait, sir, we would like to offer you a free drink at the hotel bar. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”
The guest goes to the bar and enjoys a cool drink. He feels a little relaxed while waiting for the shower to be fixed.
One hour later, the receptionist calls the guest.
Receptionist: “Hello, sir. Is your shower working now?”
Guest (smiling): “Yes, now it is perfect. The water is hot and strong. Thank you very much.”
Receptionist: “I am glad everything is okay. Enjoy your stay!”
—————–end of audio————-
Later that day, the guest comes to the front desk again. He looks unhappy.
Guest: “Excuse me, my toilet does not flush.”
Receptionist: “Oh, I am very sorry. That is not good. Housekeeping will fix it now.”
Guest: “Okay, thank you.”
After the first repair, the receptionist calls the guest.
Receptionist (on phone): “Hello, sir. Is your toilet working now?”
Guest: “No, it does not work. I am annoyed. I cannot use it.”
Receptionist: “I am very sorry. We will send housekeeping again to fix it immediately.”
Once housekeeping repairs the toilet a second time, the receptionist decides to go personally to the guest’s room.
Receptionist (knocking and entering): “Hello, sir. I want to check myself and make sure your toilet is working now.”
Guest (smiling, relieved): “Yes, now it works. Thank you for coming personally. I appreciate it.”
Receptionist: “I am glad. I am very sorry for the problems earlier. To make you happy, we can offer you a free drink now, and a free dinner in the evening. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”
Receptionist: “Also, sir, if you want, we can move you to a new room. But you do not have to move if you prefer to stay here.”
Guest: “No, I want to stay in this room. I am happy now with your offer.”
Receptionist: “Good. And remember, sir, if you need anything else, you can call the front desk anytime. We are here to help you.”
Guest: “Thank you! That is very nice. I feel safe and happy.”
Later, the guest enjoys a cold drink at the hotel bar and relaxes. In the evening, he has a delicious free dinner. He smiles, feeling comfortable and satisfied with the hotel service.
Guest (to the receptionist): “Thank you very much. Now I am very happy with my stay. You helped me a lot.”
Receptionist (smiling): “I am glad, sir. Enjoy the rest of your stay!”