Introduction to Hotel Revenue Management

complaint-handling-worksheet.docx

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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?

What was your response?

What was the outcome of the interaction?

Evaluate the response against the complaint-handling guidelines:

Guideline	How did the response demonstrate the guideline?	How could the guideline be applied to improve guest encounter satisfaction?
Maintain Guest’s Self Esteem
Empathize with Guest
Involve Guest in Resolution