Check my Essayby Udsrin Could you help me check my essay? Hi Udsrin, I have finally finished editing your eassy. It took me almost 3 hours!! Whew....This was a longer essay so I have put my changes in CAPS. Also, I just want to mention that when I edit work I do so on good faith that it isn't an exam question. I would feel pretty bad if were editing work that should be 100% your own. One suggestion: Try to use different words (synonyms) when you are using the same idea. So for example: Dissatisfaction displeasure discontent disappointment frustration All the best, Diana Basically, we can classify HOTEL guest complaints into FOUR CATAGORIES which ARE REGARDING equipment, THE ATTITUDE OF SERVICE STAFF, THE QUALITY OF HOTEL SERVICE, and unexpected events AND HOW THEY ARE DELT WITH. The main reason why guests COMPLAIN is THAT they do not receive what they thought they should have or in other words, their expectations were not met. ComplaintS REGARDING EQUIPTMENT, SUCH AS air conditionERS, water heaterS, or even elevatorS not functioning PROPERLY, ARE EXTREMELY COMMON. Besides THIS, GUESTS FREQUENTLY COMPLAIN ABOUT THE ATTITUDE OF STAFF MEMBERS. SOME ARE Rude, IRRESPONSIBLE AND TREAT GUESTS POORLY. ALL OF THESE FACTORS MAY cause CUSTOMERS TO BECOME DISSATISFIED REGARDING the QUALITY OF hotel service. ADDITIONALLY, unexpected events SUCH AS natural disasterS (flooding, tsunami and so on) may also cause dissatisfaction. Based on my past experience working as a receptionist and also AS A HOTEL guest, FRUSTRATION ALSO OCCURS WHEN SIMPLE THINGS, SUCH AS AN untidy room OR A wet bathroom floor, OCCUR. ThESE situationS usually happen when the hotel IS fully booked. WHEN A guest checks out OF THEIR ROOM, there is another guest WAITING to check in. THE MaidS and room attendantS have about one hour to clean up AND PREPARE the room. So, in order to make sure the roomS can be GIVEN to other guestS, sometimeS THE SERVICE STAFF skipS SOME OF THE STEPS NORMALLY required to PREPARE the room. For example, if they SEE THAT the bed sheets ARE still clean and HAVE NO SIGNS OF BEING USED, they WONT change THEM. If A guest REALIZES THAT the bed sheetS HAVE not BEEN changeD THE GUEST WILL BE LESS THAN PLEASED, AND VOICE THEIR DISPLEASURE. Moreover, sometimes FRUSTRATION happenS when the front office staff FAIL TO COMMUNICATE SUFFICIENTLY with other departmentS. For example, when a guest requestS a barbeque at A specific time, THE receptionist who handleS the request must inform the food and beverage department (F&B) SO THAT IT CAN BE PREPARED. A problem occurrES when the F&B staff DOES not prepare it FOR the time requested. Thus, THE customer may NOT BE SATISFIED, LEADING THEM TO FORM A COMPLAINT directly to the HEAD office. In addition, when A guest IS unfamiliar with the hotel’S policIES, they may BECOME dissatisfied. For example, usually, breakfast is SERVED FROM 8:00 am TO 11:00 am but sometimes guestS WISH to HAVE breakfast earlIER WHILE others PREFER A LATER TIME. Usually staff MEMBERS who handle breakfast, DO not allow guestS to have breakfast OUTSIDE THIS TIME and thus this causeS dissatisfaction. There are a few steps that we COULD use WHILE handling COMPLAINTS; SUCH AS listENING carefully TO the ISSUE, isolatING the guest, stayING calm, preservING THE guest’s SELF CONFIDENCE, givING OUR undivided attention, takING notes, tellING guestS what can be done, CREATING A PLAN OF ACTION, monitorING progress and lastly followING up WITH the complaint. Referring back TO the four basic FORMS of complaints, WE CAN SEE THAT there ARE several actions WHICH CAN BE TAKEN IN ORDER to overcome A problem and ensure it will not recur. If the guest COMPLAINS about equipment, we must set A schedule of preventative maintenance. Even though the equipment still works properly, it must RECIEVE REGULAR MAINTENANCE ON to ensure THAT the equipment will always work properly. Besides THIS, THE maintenance department also must be PREPARED FOR unexpected equipment problemS. IF the complaint IS CAUSED BY THE ATTITUDE OF staff MEMBERS and THE QUALITY OF hotel service, we have to determine the main reason FOR THIS. ManagerS must ensure THAT staff WORKING ON THE FRONT LINE POSSES the abILITY to INTERACT with guests PROPERLY. Furthermore, front LINE staff acts as the hotel’S ambassadors, ENCOURAGING GUESTS TO REVISIT. ManagerS also must have a good relationship with THE front line staff. We must know or SYMPATHIZE with them so we CAN ALWAYS BE AWARE OF ALL ISSUES AS THEY ARRISE. We do not want THESE problemS TO disrupt THE service GIVEN TO THE guests. The last factor that may cause dissatisfaction RELATES TO unexpected events: FloodS, earthquakeS, and other natural disasterS. ManagerS must always BE INFORMED REGARDING the daily weather forecast, so they will know OF ANY possible floods OR OTHER DANGEROUS SITUATIONS. For example, IF A hotel IS built near THE beach or EVEN MORE SO IS A floating chalet, they must always INFORM THEIR GUESTS REGARDING THE tide, weather forecastS, and so FORTH. An evacuation route ALSO must be prepared to HANDLE any situation THAT COULD REQUIRE THE REMOVAL OF ALL GUESTS FROM THE HOTEL. In SHORT, managerS must TAKE COMPLAINTS SERIOUSLY. Once A complaint spreadS to the public, it CREATES A POOR image OF the organization. ManagerS must ensure THAT all complaints ARE handled IN the best way POSSIBLE so THAT THEY will NOT REOCCUR. Need more help Udsrin? Just ask! Happy with your Answer? Consider leaving a contribution to help improve the website. You choose how much to give. Just click the "donate" button below You Are Secure!
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