At this point of the session, we are introducing activities that make the session more interactive and also are self-checking for all the content that has been covered.
There are 3 different scenarios that require the handling of a complaint.
The first one is about A guest that complains about the comfort of their bed. They demand to have their bed replaced or to change their room.
The second one is about A family with a baby under 2 which complain about noise from their surrounding neighbours. They ask to be moved to a different floor that is more quiet.
The third and last scenario is about A couple who complains about the hygiene in their bathroom and floors. They are asking for a discount or a refund, claiming that the room does not match their price expectations.
These are tasks that are addressed towards the participants. They will ideally be split in groups if the numbers are sufficient. Then, each group will be given a few minutes and then they will be asked to present their plan on how would they most accurately handle this situation.
The next part after completing the activities is to ask the participants if they have any questions regarding the session they have just participated on. We encourage questions because they give an opportunity to everyone to clarify what has been said and to express their thoughts or disagreements if they have any.
This is the final part of the presentation and it is a positive reinforcement for the people who attended it. Both us and the participants are aware that the reason of the session was the negative feedback that they have received, so we would like to end with a positive vibe, ensuring that all staff have taken this as an opportunity to learn and become better.
This is why we stress that By fulfilling your role’s responsibilities, there are great opportunities that are to follow. Starting from improving your employment st