Page 32 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

talking, paraphrasing what the customer's problem is
and summarizing what the customer has said. These
simple yet effective tasks will not only demonstrate to
the customer that you have been listening but will also
provide written evidence if needed. If the
customer's allegations are considered a more serious
nature by the hotel manager, then the notes taken
might be required for proof of the customer's
complaint.

Another good way to defuse a potential heated
situation is to use non-verbal signs and signals. When
first encountering a customer you must remember to
smile and look pleased to see them, your verbal
greeting should be a positive and approachable one
such as "Hello, how may I help?" This immediately lets
the customer know that you will try and solve their
complaint. Continue to smile throughout the
conversation and remain in an open body position.
Open body positions are less defensive, which allow
the customers to feel more at ease with you.

The most successful hotel employees will learn
everything they can about their hotel and how it can
serve the customer better. They will also find out what

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