Page 167 - English for Front Office

2. What types of complaints are most commonly received by
hotels, and how do they impact the guest experience?

Task 3

Read the following Terms and SOP in Handling Complaints

Ombudsman A neutral, third-party mediator who
helps resolve disputes between
customers and businesses or
organizations.
Closed Loop Feedback A system where customers are
provided with follow-up information
on how their complaint was
addressed, closed, or resolved.
Empowerment Granting frontline employees the
authority and discretion to resolve
certain customer complaints without
needing to seek managerial approval.
Mystery Shopper An undercover customer hired to
evaluate a business's service quality
and report any issues or concerns.
Quality Assurance Procedures and processes in place to
ensure that service and product quality
meets or exceeds customer
expectations.
Non-Compliance A document used in quality
Report (NCR) management to report instances where
a product or service does not meet
specified standards.
Customer Satisfaction A tool used to gather feedback from
Survey customers about their experiences,
often including questions related to
complaints and issue resolution.
Service Recovery The process of addressing and
resolving a customer's complaint or
issue to regain their satisfaction and
loyalty.
Complaint Escalation The act of forwarding a complaint to a
higher level of management or