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LEARNING OUTCOMES :
1. Listen to the complaint
2. Apologize to the guest
3. Take proper action on the complaint
4. Record complaint
ASSESSMENT CRITERIA :
At the end of this module, the learners are expected to meet the following learning outcomes:
1. The entire story or issue of concerns is obtained from the guest without interruption.
2. Details of the guest complaint or concern are noted.
3. Full attention is given to the complaining guest.
4. Guest complaint is paraphrased to determine if the concern is correctly understood.
5. Sincere apology is offered for the disservice.
6. Empathy is shown to the guest to show genuine concern and consideration.
7. Excuses or blaming others are avoided.
8. Gratitude is expressed to the guest for bringing the matter up for attention.
9. Appropriate action is taken regarding guest 's concerns to right person or department who
can solve the problem is informed for proper action.
10. Difficult situations or serious concerns are elevated or referred to higher authority.
11. Follow up on the problem to check whether it solved or not.
12. Complaints are documented according to the establishment standard procedures.
13. Persons concerned are recognized and actions taken are recorded.
14. Feedback received from guests is logged and collated.

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LEARNING OUTCOMES : 1. Listen to the complaint 2. Apologize to the guest 3. Take proper action on the complaint 4. Record complaint ASSESSMENT CRITERIA : At the end of this module, the learners are expected to meet the following learning outcomes: 1. The entire story or issue of concerns is obtained from the guest without interruption. 2. Details of the guest complaint or concern are noted. 3. Full attention is given to the complaining guest. 4. Guest complaint is paraphrased to determine if the concern is correctly understood. 5. Sincere apology is offered for the disservice. 6. Empathy is shown to the guest to show genuine concern and consideration. 7. Excuses or blaming others are avoided. 8. Gratitude is expressed to the guest for bringing the matter up for attention. 9. Appropriate action is taken regarding guest 's concerns to right person or department who can solve the problem is informed for proper action. 10. Difficult situations or serious concerns are elevated or referred to higher authority. 11. Follow up on the problem to check whether it solved or not. 12. Complaints are documented according to the establishment standard procedures. 13. Persons concerned are recognized and actions taken are recorded. 14. Feedback received from guests is logged and collated. Name: Description: ...
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