Whenever Guest Complaints are being made

Avoid being defensive, irritated and angry. Listen carefully without commenting because “the guest is always right” Maintain eye contact. Do not make unnecessary excuses Do not argue Wait for the guest to complete the conversation. […]

Qualities of front office staff

As front office is a critical department in a hotel in view of its revenue generating capacity and influence in image-building, the staffs working in this department assume a special importance. Great care is taken […]

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