Scenario 4
Mr. Newton is a regular Diamond guest at the hotel. Karen, a Duty Manager sees Mr. Newton in the Lobby Lounge. She notices that he is visibly upset. On engaging, Karen learnt that Mr. Newton is unhappy about the quality of Asian breakfast served by In Room Dining and is upset as despite speaking to the Executive Chef last night, the Dim Sums were thick & rubbery.
What should Karen do?
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