Managing Guest Service: Front Desk - Stay & Departure
{"Image DocumentName": "Managing Guest Service: Front Desk - Stay & Departure", "Image ImageDescription": "Guest satisfaction issues. When guests\u2019 issues are handled professionally and their legitimate complaints are treated courteously, their experience is enhanced. The walked guests. Apologize to guest for any inconvenience. Clearly explain hotel\u2019s walk policy to guest. Offer any reasonable assistance to minimize guest difficulties. Walked indicates a situation in which a guest with a reservation is re-located from the reserved hotel to another hotel because no room was available at the reserved hotel. Ask students whether they have experienced dealing with walked guests; determine the training aspects relating to this situation, the policy regarding walked guests at the organization(s) they worked at, and how they managed such a difficult situation without diminishing the reputation of the hotel. Hotel Operations Management, 1/e \u00a92004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}