Page 170 - English for Front Office

Task 5

Answer the following questions

(Student A).

1. How can an effective complaint resolution process
enhance a hotel's reputation and guest satisfaction?
2. Can you provide an example of a challenging guest
complaint situation, and how would you approach
resolving it as a hotel staff member?
3. What are the key skills and qualities that hotel employees
should possess when dealing with guest complaints?
4. What steps should a hotel have in place to create a
structured and effective complaint handling process?

Student B

1. How can technology and digital tools be leveraged to
improve the handling of guest complaints in the hotel
industry?
2. What strategies can hotel staff use to manage and resolve
complaints while maintaining a high level of
professionalism and courtesy?
3. How can proactive guest service and communication help
prevent complaints from escalating in the first place?
4. What role does follow-up and feedback collection play in
the process of addressing guest complaints and improving
the overall guest experience?

Task 6

Study the following conversation

Conversations on Handling Complaints

Conversation 1