BLENDED MODULAR DESIGN:
Pre-Work:
Pre-Work:
Post-Work:
Pre-Work:
Using a digital Info-graphic analyse complaints trends for the last 6 months Interview a Duty Manager asking what is the main reason guests complaints
Watch a 10 minute video about the reactions that guests have when they complaint
Using a Digital Board share your experiences dealing with at least 2 complaints after the training in the next 2 months.
Spend 10 minutes with a senior leader who is very strong at handling complaints looking for advise on what should be done
MODULE 2: THE PSYCHOLOGY OF A COMPLAINING GUEST
MODULE 1: WHY ARE GUESTS COMPLAINIG?
MODULE 3: STEPS TO HANDLE A COMPLAINT
Session:
Session:
Session:
Using Digital Flashcards containing guest profiles, identify reasons why they may complaint according to their profile
Watch videos on complaints handling to extract tips
Facilitate conversation why guests complaint using pre-work analysis and interview Visit a website that provides Global statistics on the effects of complaints in hotels Affinity Wall: Let’s identify the top five complaints in our hotel
Role play the five top scenarios from module 2, using the guest profile information Study body language techniques on positive mirroring for complaints handling
Theory on psychology of complaints
Study case (Sound-bite) presenting main generic reactions from guests complaining
Debrief on Pre-Work
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