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Lesson details

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 in the Building guest loyalty lesson

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

Who the Concierge fundamentals course is for

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


James Ridenour

James Ridenour is a Chief Concierge and the 3rd Vice President of Le Clefs d’Or International.

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