Question

If you were working at the front desk and answered these calls, what would your response be? Assuming the problem is resolved, how would you follow up with the guest?

1) Guest: Yes, this is Scott Hayek in room 313. I have a problem with my laptop. I can’t seem to connect to the Internet. It’s very important. I’m really in a bind. I’ve got this wedding tomorrow, and I need to check the registry. Front Desk: (Your resolution) Follow-up with guest: (Explain)

Answer 1

Understanding and resolving customer queries help us in improving our organization's customer service. Resolving guest's problems and exceeds customer expectations.

There are a few steps that should be followed to understand guest's issues and address the same.

1. Show concern and listen to their issues. Let the guest vent out.

2. Take ownership of the issue and assure them about a solution at earliest.

3. Ask the guest questions and reassure that they a being heard.

4. Remain calm in case the guest tries to overreact.

5. Apologize and take ownership of the problem faced by the guest.

6. Explain to the guest how will you resolve the situation.

7. Act professionally. Identify the problems and take decisions accordingly.

8. Once the problem is resolved, follow up with the guest.

When Guest calls and explains his issue

Front Desk: I am very sorry for the inconvenience caused to you, Mr. Hayek. Please allow me to call our maintenance engineer. He is good with computers.

Maintenance Engineer: Hello Sir, This is John the maintenance engineer.  At our hotel, we need to dial 90 to get connected to an outside line. You need to go to your drop-down menu and add a laptop name to the user profile. Sir, you are good to go now.

Front Desk: Hello, Mr. Hayek, this is Rita calling from the front desk. I was calling to make sure your Internet connection is working well. Kindly let me know in case of any issues. Thank you