Hpr4100 Handling Guests Complaints

HPR4100 Handling Guest Complaints

Situation No1 ,[object Object]

Situation No1 ,[object Object],2. FDA reports to the Front Office Manager. 3. FOM informs Tel / PBX Manager. 4. TPM evaluates her operators.

Doorman of United Hotel, Taipei, Taiwan.

Situation No2 ,[object Object],2. FDA reports to the Front Office Manager. 3. FOM informs Bell Captain. 4. Bell Captain evaluates his team.

Sorry, no vacancy at Last Motel.

Situation No3 ,[object Object],2. FDA reports to the Front Office Manager. 3. FOM walks the guest.

Situation No3 ,[object Object],[object Object],[object Object],[object Object],[object Object],LEADS

Situation No4 ,[object Object],2. FDA reports to the Front Office Manager. 3. Front Office Manager informs Chief Engineer. 4. Chief Engineer evaluates his technicians.

Situation No5 ,[object Object],2. FDA reports to the Front Office Manager. 3. FOM informs the Director of Housekeeping. 4. DoH evaluates the inspector /attendants.

Situation No6 ,[object Object],2. FDA reports to the Front Office Manager. 3. Front Office Manager informs Chief Engineer. 4. CE and his team figure out the solution.

The toilet in Recreation Hotel, Japan.

Situation No7 ,[object Object],2. FDA reports to the Front Office Manager. 3. FOM informs the Director of Housekeeping. 4. DoH evaluates the inspector /attendants.

Situation No8 ,[object Object],2. FDA informs the Restaurant Supervisor. 3. Restaurant Supervisor deals with the guest.

Situation No9 ,[object Object],2. FDA reports to the Front Office Manager. 3. FOM informs the Director of Housekeeping. 4. DoH evaluates the swimming pool cleaner.

Situation No10 ,[object Object],2. S FDA informs the Front Office Manager. 3. SFDA evaluates the particular FDA.

[object Object],Reference: Alan T Stutts, Hotel and Lodging Management , John Wiley and Sons, 2001. This presentation was prepared by: Chi Bee Lin (126820) Chong Bih Iou (124821) Pang Jia Hong (126338) Tan Chee Mun (123848)

Hpr4100 Handling Guests Complaints

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Hpr4100 Handling Guests Complaints