1.

1 The entire story or issue of concern is obtained from the guest without
interruption.
1.2 Details of the guest complaint or concern are noted.
1.3 Full attention is given to the complaining guest.
1.4 Guest complaint is paraphrased to determine if the concern is correctly
understood.
2.1 Sincere apology is offered for the disservice.
2.2 Empathy is shown to the guest to show genuine concern and consideration.
2.3 Excuses or blaming others are avoided.
2.4 Gratitude is expressed to the guest for bringing the matter up for attention.
2.5 Appropriate action is taken regarding guest�s concerns.
2.6 The right person or department who can solve the problem is informed for
proper action.
2.7 Difficult situations or serious concerns are elevated or referred to higher
authority.
2.8 Problem is followed-up to check whether it solved or not.

2.9 Complaints are documented according to the establishment standard procedures.

2.10 Persons concerned are recognized and actions taken are recorded.
2.11 Feedback received from guests is logged and collated.