Front Office Assignment '' Guest Complaint '' Task 2

Here I found six complaints from guests staying at the hotel

1.) The first complaint is the type of rooms booked it doesn't fit with the first time reserve, they booked two rooms (connecting rooms) but the reality at the time of check in is 2 rooms (face to face).
• The Steps that i will take is:
Checking the registration card to find out the actual rooms in a message at the time of reservation. If it is true the rooms booked are not in accordance with a given, then I will apologize to the guest and also find solutions with the presence of  checking back room at that hotel room, if room is in accordance with the order exists, and if at that time the state of rooms same as when the guest is ordering (2 room connection) is vacant clean, then give them room to suit the guest order and don't forget to apologize, but if the room in a message at that time (2 connecting rooms) have occupied then keep apologizing and returned to the guest rooms offer the others to the guest, perhaps a different type but still connecting rooms.

2.) The second complaint is when the guests reported the incident to the manager on duty, the complaint is not addressed properly by the manager.
• The steps that i will take if I were manager , was responding to guest complaints and also apologized for the incident, and also to quickly straighten out the problem.

 

3.) The third complaint is, guests who stay have flooded his room.
• The steps that I will take is, apologized to the guest, and immediately sent workers to repair the damage that occurs in these rooms, so not too bad. If it is severe enough it happened, I will provide a solution to guests who stay's room to move room to room is not flooded. And still apologized to the guests because, it has been annoying inconvenience for guests.

4.) The fourth complaint is, when guests are checking in back at the hotel, rooms are booked, have not been prepared, and make the guest wait.
• Step I would take if the guest has not checked in namely, preparing a guest room prior to arriving early at the time, so do not make guests wait. But if the guest has checked in, and waited, then the first thing I do is apologize to the guest, and immediately notify the room boy to quickly prepare the room.

5.) The fifth complaint is, at the time the guest occupies the room after he had waited one more hour in the lobby that is, the air conditioner was very noisy in the room.
• Steps that I will take that is, call engginering to fix air-conditioning, or I'll talk to the guest to be willing to move to a better room.

 
6.) The sixth complaint is, bed sheet used is not clean.
• Steps that I will take that, apologized to the guests, and guests also soon move into a better room, because it has a lot of complaints that the guest experience.