Page 174 - English for Front Office

Personnel appreciate you alerting us to this. I'll make
sure to address this as soon as possible.
Could you please give me your room
number so that I can better serve you?
Guest I'm in Room 305, of course.
Front Office Thank you for providing the information. I'll
Personnel dispatch a member of our cleaning staff to
your room immediately away to investigate
and resolve the problem. While we work on
this, may I offer you a complimentary drink
or a temporary room change?
Guest A change of room would be welcomed.
Thank you for responding so quickly.
Front Office Thank you so much. I've made arrangements
Personnel for a new room for you, Room 307. It is
available for immediate occupancy. Our
crew will make certain that this room
exceeds your expectations. Is there anything
else I can do for you right now?
Guest No, that should be enough. Thank you for
your rapid help.
Front Office It's our pleasure, and thank you for your
Personnel understanding. Please don't hesitate to
contact us if you need any further assistance
or have any more concerns during your stay.
We want to ensure your stay with us is
comfortable and enjoyable

❖ Tips to Handle Complaints
1. The followings are some tips how to handle guests’
complaint.
2. Listen carefully and attentively to what the guest’s needs.
3. Address the guest by calling his/her name frequently
4. Take notes
5. Stay calm
6. Be kind and empathetic. Let the guest know that you
understand the problem.
7. Recognize and acknowledge the guest’s feeling .