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Identify the key expectations of guests in the food and beverage service context, and recognize the importance of meeting and exceeding these expectations;
Demonstrate understanding of the different types of guest complaints;
Develop effective communication skills for handling guest complaints;
Apply the step-by-step complaint resolution process;
Apply appropriate service recovery techniques to restore customer satisfaction; and
Demonstrate ability to handle difficult and intoxicated guests.
SUBTOPICS
UNDERSTANDING GUEST EXPECTATIONS
UNDERSTANDING GUEST EXPECTATIONS
TYPES OF GUEST COMPLAINTS
TYPES OF GUEST COMPLAINTS
COMMUNICATION SKILLS FOR COMPLAINT HANDLING
COMMUNICATION SKILLS FOR COMPLAINT HANDLING
COMPLAINT RESOLUTION PROCESS
COMPLAINT RESOLUTION PROCESS
SERVICE RECOVERY TECHNIQUES
SERVICE RECOVERY TECHNIQUES
HANDLING DIFFICULT AND INTOXIVCATED GUEST
HANDLING DIFFICULT AND INTOXIVCATED GUEST
REFERENCES
Ford, R. C., Sturman, M. C., & Heaton, C. P. (2020). Managing hospitality organizations: Achieving excellence in the guest experience (2nd ed.). Pearson.
Gursoy, D. (2020). A critical review of service failure and recovery research in hospitality and tourism. Journal of Hospitality Marketing & Management, 29(7), 847-866.
Kotler, P., Bowen, J. T., Makens, J. C., & Baloglu, S. (2021). Marketing for hospitality and tourism (8th ed.). Pearson.
Walker, J. R. (2020). Introduction to hospitality management (6th ed.). Pearson.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2019). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
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