Introduction to Hotel Revenue Management
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SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Use this worksheet to analyze a guest complaint encounter.
Describe the situation:
How did you become aware of the guest’s dissatisfaction?
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What was your response?
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What was the outcome of the interaction?
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Evaluate the response against the complaint-handling guidelines:
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Guideline |
How did the response demonstrate the guideline? |
How could the guideline be applied to improve guest encounter satisfaction? |
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Maintain Guest’s Self Esteem |
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Empathize with Guest |
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Involve Guest in Resolution |
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