- good experiences and small problems, a staff meeting
Meeting summary: guest feedback improvement plan
Date: [Insert Date]
Attendees: General Manager, Front Office Manager, Housekeeping Manager, Engineering Manager, F&B Manager, Transportation Supervisor, Pool & Recreation Manager, Guest Relations Manager
Purpose:
A guest sent an email after staying at our hotel. The guest had a very good stay, but also wrote about some small problems. The goal of this meeting is to talk about each point and find clear ways to make our service better in the future.
1. Transportation & Airport Pick-up
Guest Feedback:
- Airport pick-up was very good.
- Driver was friendly, polite, and on time.
Discussion:
- Transportation team did a good job.
- A good airport pick-up gives guests a strong first impression of the hotel.
Action Plan:
- Keep the same good service.
- Train drivers every three months to stay friendly and polite.
- Check arrival details carefully before pick-up to make sure everything is correct.
- Ask drivers to give a short welcome greeting to guests to make them feel comfortable.
2. Front Office & Check-in
Guest Feedback:
- Check-in staff were friendly and explained everything well.
- Early check-in was not possible. The guest was tired after a long flight.
Discussion:
- Early check-in can be difficult when the hotel is full.
- We can do more to make guests comfortable while waiting.
- We should communicate better and offer options, not just say “no.”
Action Plan:
- Try to prepare some rooms earlier if occupancy allows.
- Offer a paid early check-in option for guests who need a room quickly.
- If early check-in is not possible, offer the guest to wait in the lounge, use the pool, or have a welcome drink.
- Work more closely with Reservations to see if guests are arriving from long flights.
- Train staff to be kind, polite, and helpful when they cannot say yes.
3. Rooms & Maintenance
Guest Feedback:
- The room was clean, quiet, and comfortable.
- The toilet had a problem twice during the stay.
Discussion:
- Housekeeping may not have seen the toilet problem before check-in.
- Engineering fixed it, but the problem happened again.
- Repeated problems make guests feel uncomfortable.
Action Plan:
- Engineering:
- Check all toilets, air conditioners, and lights carefully before check-in.
- Keep a record of repeated problems in each room.
- Fix problems fully, not only temporarily.
- Housekeeping:
- Look more carefully during room inspections before check-in.
- Report problems to Engineering immediately.
- Guest Relations:
- Follow up with guests after any repair to make sure they are happy.
4. Pool & Recreation
Guest Feedback:
- The guest liked the pool a lot.
- Pool staff were friendly. The guest felt relaxed there.
Discussion:
- The pool is one of the hotel’s strong points.
- A good pool experience makes guests feel happy and welcome.
Action Plan:
- Keep the good service level at the pool.
- Offer small extras like cool towels, water service, or sunscreen help.
- Say thank you to pool staff for their good work to keep them motivated.
5. Food & Beverage
Guest Feedback:
- Food in the restaurant was excellent with many choices.
- Some staff looked tired or not motivated.
Discussion:
- Food quality is very good.
- Service quality depends on staff energy and motivation.
Action Plan:
- Give service and motivation training to F&B staff.
- Have a short team meeting before each shift to motivate the team.
- Supervisors should watch the floor during service and help staff if needed.
- Say thank you to good staff and reward them for great service.
6. Departure
Guest Feedback:
- Departure was smooth and well organized.
Discussion:
- Check-out service works well.
- A smooth departure leaves a good last impression.
Action Plan:
- Keep the same process.
- Add a small goodbye message or thank-you card to make the guest feel special.
7. Overall Guest Experience
Guest Feedback:
- The guest had a very good stay and wants to come back.
- Main problems: no early check-in and toilet repair issue.
Discussion:
- These are small problems but they affect how guests feel.
- We can solve them with better planning and communication.
Action Plan:
- Work as a team to fix small problems before they affect guests.
- Focus on early room preparation and technical checks.
- Make waiting more comfortable for guests.
- Keep good communication between departments.
- Guest Relations should log all future feedback to check improvement.
Conclusion & Next Steps
- All department heads must follow the action points for their team.
- Guest Relations will watch new guest comments to see if service improves.
- Our goal is to make every guest feel welcome, comfortable, and happy during their stay.
- Turning small problems into good solutions can make a big difference.
Next Review Meeting: [Insert Date]
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📝 1. Vocabulary matching
Match the words in Column A with their meaning in Column B.
| Column A | Column B |
|---|---|
| 1. Guest feedback | a. To make something better |
| 2. Check-in | b. A short plan with steps to solve a problem |
| 3. Action plan | c. A problem or situation that needs attention |
| 4. Improve | d. Giving the guest a better room or service |
| 5. Issue | e. When the guest arrives and registers at the hotel |
| 6. Check-out | f. Letting the guest enter the room before official time |
| 7. Early check-in | g. When someone has energy and wants to work well |
| 8. Maintenance | h. Fixing and checking things in the hotel |
| 9. Motivated | i. When the guest leaves and pays the bill |
| 10. Upgrade | j. A guest’s opinion after their stay |
Answers:
1-j, 2-e, 3-b, 4-a, 5-c,
6-i, 7-f, 8-h, 9-g, 10-d
🏨 2. True or false
- The driver was rude to the guest.
- The guest felt tired because early check-in was not possible.
- The toilet in the guest’s room worked perfectly during the stay.
- The pool staff were friendly and helpful.
- The food in the restaurant had many choices.
- Some restaurant staff did not look very motivated.
- The hotel plans to give driver training.
- The guest said check-out was difficult.
- Housekeeping will check rooms more carefully before arrival.
- The guest said they want to return to the hotel.
Answers: 1 – F, 2 – T, 3 – F, 4 – T, 5 – T, 6 – T, 7 – T, 8 – F, 9 – T, 10 – T
🧠 3. Fill in the gaps
problem, welcome, friendly, clean,
train, check, early, fix,
tired, relax,
smile, food
- The guest felt ______ because they arrived early.
- The driver was ______ and polite.
- The pool area made the guest feel ______.
- The hotel will ______ drivers every three months.
- Housekeeping must make sure rooms are ______ before check-in.
- Engineering must ______ problems completely.
- The guest liked the ______ in the restaurant.
- The toilet had a ______ two times.
- The staff should ______ the room carefully before the guest arrives.
- A short ______ from the driver makes the guest feel good.
- Restaurant staff should always ______ to the guest.
- The front office should try to offer ______ check-in when possible.
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Correct version:
- The guest felt tired because they arrived early.
- The driver was friendly and polite.
- The pool area made the guest feel relaxed.
- The hotel will train drivers every three months.
- Housekeeping must make sure rooms are clean before check-in.
- Engineering must fix problems completely.
- The guest liked the food in the restaurant.
- The toilet had a problem two times.
- The staff should check the room carefully before the guest arrives.
- A short welcome from the driver makes the guest feel good.
- Restaurant staff should always smile to the guest.
- The front office should try to offer early check-in when possible.
💬 4. Discussion questions
Answer these questions in pairs or in writing.
- Why is first impression important when a guest arrives?
Example:
First impressions are important because they show the guest how the hotel cares about them. A friendly welcome, clean lobby, and polite staff make the guest feel happy and comfortable. A good first impression can make the guest enjoy their stay more and want to return. - How can we make guests feel comfortable if they must wait for their room?
Example:
We can make guests feel comfortable by offering a seat in the lounge, giving a welcome drink, or letting them use the pool. Friendly staff can smile and talk politely. These small actions help guests feel relaxed and happy even if their room is not ready. - What can housekeeping do to prevent technical problems?
Example:
Housekeeping can check rooms carefully before guests arrive. They can test toilets, lights, and air conditioning. If they see a problem, they tell Engineering right away. This helps fix problems fast and makes guests feel comfortable. - How can Engineering work better with other departments?
Example:
Engineering can work better by checking rooms carefully before guests arrive, fixing problems quickly, and talking with Housekeeping and Front Office. They should tell other departments about repairs and share information so guests have no problems during their stay. - Why is it important to smile and be friendly with guests?
Example:
Smiling and being friendly with guests is important because it makes them feel welcome and happy. Friendly staff create a good first impression, help guests feel comfortable, and make their stay enjoyable. Happy guests are more likely to return and recommend the hotel to others. - What can restaurant supervisors do to keep staff motivated?
Example:
Restaurant supervisors can keep staff motivated by saying thank you for good work, giving small rewards, helping them during busy times, and encouraging a friendly team. They can also remind staff to smile and be polite to guests. - Why is it good to follow up with a guest after a repair in the room?
Example:
Following up with a guest after a repair is good. It shows the hotel cares. It makes sure the problem is fixed and the guest is happy. Guests feel welcome and safe. This can make them like the hotel and want to come back. - How can small problems affect the guest’s decision to return?
Example:
Small problems can make a guest feel unhappy or uncomfortable. For example, if a toilet does not work or check-in is slow, the guest may be tired or stressed. Even small issues can make them think the hotel is not careful. This can make the guest decide not to return. - What are some easy ways to make the pool experience even better?
Example:
Some easy ways to make the pool experience better are giving cold towels, fresh drinking water, and clean sunbeds. Staff can smile and be friendly to guests. Adding umbrellas for shade and helping guests with towels or sunscreen also makes them feel comfortable and happy at the pool. - What can each department do to give the guest a “wow” experience?
Example:
Each department can give guests a “wow” experience by being friendly and helpful. Front Office can greet guests with a smile. Housekeeping can keep rooms very clean. Engineering can fix problems fast. F&B staff can serve food politely. Drivers can be kind. Small actions make guests happy and feel special.
🧾 5. Role Play Exercises (More Scenarios)
Scenario 1: Early Check-in Problem
- A: General Manager
- B: Front Office Manager
Task: Discuss what to do when a guest arrives early and no room is ready.
Example:
A: Good morning. A guest arrived early, but the room is not ready. What can we do?
B: We can offer the guest to wait in the lounge.
A: Can we give them a drink?
B: Yes, we can offer a welcome drink.
A: Can they use the pool while waiting?
B: Yes, the guest can use the pool.
A: Should we explain politely to the guest?
B: Yes, we should tell the guest and apologize.
A: What if no rooms are ready at all?
B: We give them a comfortable place to wait, like the lounge.
A: How can we make the guest happy?
B: We can be friendly and helpful while they wait.
Scenario 2: Maintenance Issue
- A: Engineering Manager
- B: Housekeeping Supervisor
Task: A toilet broke twice during a guest stay. Talk about how to avoid this in the future.
Example:
A: Hello! The guest’s toilet broke twice. How can we avoid this next time?
B: Hi! We can check all toilets carefully before the guest arrives.
A: Good idea. Should we also check other things in the room?
B: Yes, we can check lights and air conditioning too.
A: How fast can we fix problems if they happen?
B: We can fix them immediately and tell Guest Relations.
A: Should we make a list of rooms with problems?
B: Yes, that is a good idea. We can check them more carefully next time.
A: How can we make sure guests are happy after repairs?
B: Guest Relations can call the guest or visit to check everything is okay.
Scenario 3: Restaurant Motivation
- A: F&B Manager
- B: Waiter
Task: Some guests said the staff looked tired. Talk about how to stay motivated during the shift.
Example:
Here’s a simple A2-level dialogue for Scenario 3 (Restaurant Motivation) with 5 questions and answers:
A: Good morning. Some guests said staff looked tired yesterday. How do you feel during your shift?
B: I feel a little tired sometimes, but I want to give good service.
A: What can help you stay motivated during your shift?
B: Talking to my team and smiling at guests helps me feel better.
A: How can we make work easier for you?
B: Short breaks and clear instructions help me a lot.
A: Do you like working with your team?
B: Yes, we help each other and work better together.
A: What can we do to make guests happy?
B: Always be polite, smile, and serve food carefully.
Scenario 4: Airport Pick-up
- A: Guest Relations Manager
- B: Driver
Task: The guest liked the service, but you want to make it even better. Discuss ideas to improve.
Example:
Here’s a simple A2-level dialogue with 5 questions and answers for Scenario 4:
A: Hello! The guest liked your airport pick-up today. Thank you.
B: Thank you! I try my best.
A: How do you greet guests when you meet them?
B: I smile and say, “Welcome to our hotel.”
A: Can we make the service even better?
B: Yes. I can ask guests if they need water or a seat.
A: What about luggage?
B: I can carry their bags quickly and carefully.
A: How can we make the car more comfortable?
B: I can clean the car and play soft music.
A: Great! These small things will make guests very happy.
B: I will do that. Thank you for your advice.
✍️ 6. Writing Tasks
Write 5–6 sentences for each task.
Example A – Housekeeping
“We can check the bathroom carefully before the guest arrives. We can make sure everything works. If there is a problem, we call Engineering right away. We should also check the lights and air conditioning. If everything is perfect, the guest will feel comfortable.”
Example B – Front Office
“We can ask reservations if guests arrive early. We can prepare some rooms before normal check-in. If no rooms are ready, we can offer them to wait at the pool or give a welcome drink. This will make them feel happy, even if they wait.”
Example C – F&B
“We should always smile and talk politely to guests. We can make the restaurant look clean and friendly. If we are tired, we can still show good energy to the guest. A smile makes a big difference. Good service brings guests back.”
Example D – Engineering
“We can check all rooms before guests arrive. Toilets, lights, and air conditioning must work well. If there is a problem, we fix it immediately. We should also write down repeating problems. This helps us fix them permanently.”
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Feedback sheet