Problem Resolution
o Listen carefully to what the guest is saying, and try to understand completely what they need and when. o Show the guest that you are really concerned, apologize for any inconvenience, and tell them that you will help them solve the problem. o If you do not feel that you have the best answer or solution, ask a colleague for help or introduce the guest to a manager who can find the best solution. o If the guest’s situation requires that you follow up later, make sure you tell them when you will do so, and make sure that you do. o Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear you and better understand you.
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