题目内容
No matter1complete the quality assurance or how well managed the business, there will always be days hotels, restaurants, and other hospitality entities when things do not go according the plan, and mistakes will be made.The room is smelly, the carpet isof dust, and there is some hair on my pillow. There is no towel, not even toilet paper.
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Never view the customer complaints as an unwelcome surprise.
Each complaint is an opportunity to better our work and reestablish the good relations between the customer and the hotel.
The larger a hotel is, The less errors will be made.
Unable to resolve the complaint, the clerk or even the supervisor, must not refer the guest to a higher level of management.
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