solving complain and walk away guest senario
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Title: solving complain and walk away guest senario

Essay Details:

Subject: Miscellaneous
Author: Rachel C
Date: May 14, 2017
Level: University
Grade: A
Length: 3 / 604

Essay text:

But unfortunately, our hotel is fully booked already. We do sincerely apologize for this… The guest (interrupt by the guest, the guest is become angry, voice increase) But I have paid already and your hotel already gave me the confirmation letter, u sees that! (Point to the letter), now you say I can’t get the room! How could this happen brabra…… The assistant manager (hears the conflict and come to the reception, smile) Good afternoon Ms An, I am the assistant manager; my name is Eva, nice to meet you. The guest (still angry) You are the assistant manager? That’s good, you see now I’m already here, where are you going to put me? I just want a room and you have to give me a result! The assistant manager (listen seriously, remain eye contact) I understand that you are very angry right now, I do apologize for the inconvenient and unpleasant experience that we bring to you, our hotel will take all the responsibilities and we’ve already book the Xy hotel for you, it is also a 5 star hotel which is just 5 minutes drive from here, and we will upgrade you to the suit, also our hotel will cover your room charge for the 1st day and the charge for the upgrading...

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