外资酒店前台工作任务分析表4.1 Front Desk (guest complains) - Final Jan 12 R 15.doc

on-the-job task analysispropertydepartmentjob titlemain task no. / descriptionsub task no. / descriptionpage 1 of 1oabfront officecustomer service representative front desk4. guest servicesnot applicablesntask elementstask standards/key pointsskills & knowledge / training guidelines4.1handling guest complaintssteps1. greet guest2. show empathy3. take responsibility4. express regretguest complaints should be handled professionally and followed up. all complaints are brought to the attention of the immediate superior and/or concerned associate/department immediately.face to face situation: say, “good morning/afternoon/evening mr. / ms. guest or sir / madam, may i help you?”telephone situation: say, “good morning/afternoon/evening, property name, may i help you?” state feelings by saying e.g.: “i can see how upsetting this must be” i will personally help you with this ask questions by saying e.g.: “may i ask you a few quick questions to fully understand the situation?” listen attentively and with full concern. make sure that details of the concern are noted down. do not interrupt the guest when talking ensure you have accurate information such as date and time of occurrence, employees involved if any, full account of what happened, etc. apologize for the inconvenience. you may say, “we sincerely apologize for what has happened and the inconvenience it has caused you.”pre-requisites use of comanche introduction to other departments new employees orientationpreparation ojt hours (1 hr. & 20 mins) intro 15 mins. demo 10 min. demo w/exp 15 mins. guided practice - 15 mins practice 15 mins. test 10 mins.propertydepartmentjob titlemain task no. / descriptionsub task no. / descriptionpage 1 of 2oabfront officecustomer service representative front desk4. guest servicesnot applicablesntask elementstask standards/key pointsskills & knowledge / training guidelinessteps (contd)5. problem solve6. seek satisfaction7. follow through offer solution and ensure that solution is in accordance with company policies and procedures. you may say, “in this situation, i can assist you either state solution or state alternative solution. which do you prefer?” if needed, require assistance from immediate superior. you may say, “mr./ms. guest we will state action taken. is this fine with you? rest assured we will handle this matter to your satisfaction.” you may say, “is there anything else i may do for you?” you may say, “thank you for bringing this to our attention.” take action to resolve the situation relay and coordinate with the concerned associate/department of complaint/concern and ensure that action is taken. notify your immediate superior of the complaint/concern in case he/she has not been notified yet.propertydepartmentjob titlemain task no. / descriptionsub task no. / descriptionpage 1 of 3oabfront officecustomer service representative front desk4. guest servicesnot applicablesntask elementstask standards/key pointsskills & knowledge / training guidelinessteps (contd)8. seek guests satisfaction check status with the concerned associate/department where necessary to ensure follow through call the guest and check if comp