Page 175 - English for Front Office

8. Apologize to the problem experienced by the guest
9. Thank to the guest for bringing up the problem as it can
be a source of evaluation to improve quality
10. Inform the guest what you can do
11. Inform the guest how soon action will be taken
12. Monitor the progress of the corrective action
13. Follow up with both the guest and the action taken
14. Do not argue with the guest
15. Do not promise what you cannot do
16. Do not exceed your authority
17. Do not ignore the guest

TEXT COLLECTION AND PRESENTATION
TASK

Task 8

Watch the following video