Dealing with complaints

Guests complain about all sorts of things — slow service, a dirty room, an unexpected charge on the bill. Learn to name the most common reasons, then how to respond calmly and professionally, and finally practise telling good reactions from bad ones.

• Why guests complain — fill in the gaps
• How to respond and resolve the issue — fill in the gaps
• Do's and don'ts — sort the good reactions from the bad ones