DEALING WITH COMPLAINTS (Template) RECEPTIONIST:
Answers the phone (name, department…) e.g. Reception, Mary speaking!
GUEST:
Identifies himself/herself and his/her room number e.g. This is Mr. Stevenson in room 517.
RECEPTIONIST:
Offers help e.g. Ah, yes, Mr. Stevenson. How may I help you?
GUEST:
Explains his/her problem e.g. I´ve just checked in and I think my room hasn´t been cleaned: the bed isn´t made, the towels in the bathroom haven´t been changed and the floor is a bit dirty.
RECEPTIONIST:
Apologises e.g. I´m terribly sorry, sir. I´ll talk to Housekeeping and they´ll send someone up immediately.
RECEPTION --- HOUSEKEEPING HOUSEKEEPER:
Answers the telephone (name, department…) e.g. Housekeeping, Judith speaking!
RECEPTIONIST:
Identifies himself/herself e.g. Hello, Judith. This is Mary from Reception
HOUSEKEEPER:
Offers help e.g. Hi, Mary. How can I help you?
RECEPTIONIST:
Explains the problem e.g. The guest in room 517 has just called me complaining about his room. The bed hasn´t been made, the towels in the bathroom haven´t been changed and the floor is dirty.
HOUSEKEEPER:
Apologises and offers a solution e.g. Do not worry! I´ll send a chambermaid up straightaway.
RECEPTIONIST:
Thanks Housekeeping e.g. Thank you very much
HOUSEKEEPER:
Says goodbye e.g. Bye!
RECEPTIONIST:
Says goodbye e.g. Bye, bye!
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