Handle a guest complaint at reception
You are a Guest Services Agent on the afternoon reception shift.
What is going on
Coralie Watts, a regular guest who uses a wheelchair, is staying in accessible room 512. She has come to reception unhappy about two things: noise from the netball dinner bump-out that kept her awake until after midnight, and the shower chair she had requested was not in the room when she arrived. She is polite but tired and says she is thinking about staying elsewhere next time. The Front Office Manager has asked you to take the complaint, resolve what you can within your authority, and make sure it is recorded so the business can learn from it.
Subject: Complaint from room 512 needs handling this afternoon
Coralie Watts in room 512 came to the desk this morning unhappy about noise from the netball dinner bump-out last night and a shower chair that was not in the room on arrival. She is checking out tomorrow. Please take her complaint through the Guest Complaint Handling Procedure, record it on the complaint form, add a note to her reservation and let me know what you offered and whether it needs my approval. Keep it warm and personal, she is a regular.
Your brief
Receive the complaint using the Guest Complaint Handling Procedure, offer a resolution within your authority level, escalate what you cannot approve, record the complaint on the form and on her reservation, and arrange the follow-up so that Coralie leaves wanting to come back.
Work through it
You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.
What someone in this role would produce
- Completed Guest Complaint and Feedback Form
- Updated reservation record with service note
- Handover message to the Front Office Manager
- Assessor observation of the complaint conversation
Printing this is a record of what you explored. It is not a certificate or a qualification.