Building guest loyalty

Statistics tell us that customers who complain and receive a satisfactory resolution are much more loyal to a company that solved their problem than those who have never experienced a problem at all. In this lesson, James Ridenour offers his tips and tricks on how to handle guest complaints.

What you’ll learn

• How to positively respond and manage guests complaints
• How to prioritize a guest compensation hotel policy

This course is aimed at new and aspiring concierge staff, and service staff required to perform concierge duties.