Lesson details

Dealing with guest complaints is one of the biggest challenges for the front office team. If you work in hospitality, it's likely that you’ve already experienced guest complaints. In this lesson, Sofia Barroso Gomez teaches you how to respond to front office guest complaints.

What you'll learn

  • How to respond to guest complaints following the L.A.U.R.A. steps
  • How to identify common complaints reported by guests to the front office staff

This course is ideal for hotel employees as well as any workers in the hospitality industry wanting to learn more about the fundamentals of front office.

Instructor

Sofia Barroso Gomez

Renowned for her charisma and empathy, Sofia Barroso Gomez has been working in the hospitality industry for the past 10 years and works at the 5-star hotel, VP Plaza España Design in Madrid as the Front Office Manager.

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