1. Receiving FBI complaint
Can be in person, phone call, through e-mail
Show empathy for the guest
Offer immediate medical assistance
Advise that we take these matters very seriously at the hotel
DO NOT admit any guilt or liability
NOTE: If a colleague is the first contact ensure the following steps are complete:
Inform them that you will have an F&B manager contact them immediately
Confirm convenience call back time/ phone number
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