MOCK CALL Handling Customer Complain - Noisy Room Neighbor and Hotel Restaurant Food Complain

Made this video as part of our From Office Management Laboratory Subject. I am uploading this to help other students that might have same activity as me. So hope this helps.

Customer Complain (Role Play by Pair)

Case 1:

You are a desk clerk on duty at Plantation Bay. A guest came to your station complaining about their neighbor room who is having a party and very noisy. The guest has a baby who couldn’t sleep with the noise. You called the neighbor room and the noise stopped but the guest called again after 30 minutes because the neighbors are noisy again.What will you do?


Case 2:

You are a front desk staff in Movenpick Resort and Spa. Your restaurant serves high quality room service meals and you’ve never had a complaint about the food. You have no refund policy on meals from your restaurant. The couple in room 220 has complained about foods and about everything since they have arrived. The phone is ringing again and they must be asking for your response. Your hotel value customer service. How will you deal with the complaining guest?

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