Handle a guest complaint

Listen, fix, follow up in writing and stop it turning into a bad review.

1. Listen and write down the complaint
2. Fix what can be fixed now
3. Agree any refund or credit within your limit (Front office manager signs off)
4. Log it in the guest record. Most people forget this: Without a note, the next shift offers a second credit for the same problem
5. Email the guest within 24 hours
6. Reply to any online review in a calm, short way
7. Share the cause with the department head

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