5. Integration
Have learners apply
what was taught
regarding handling
guests
2. Activation
Have learners share difficult scenarios
encountered with guest.
Read section of Guests complaints log
to learners .
1. Task
4. Application
Have the learners role
play a scene with
difficult guest or any
scenario around
unsatisfied guest
Be able to handle various
scenarios with guests to guests
satisfaction
3. Demonstration
Video clips of different scenarios
spurting from various guests
interactions.
Hierarchical Task Analysis
Be able to handle various scenarios
with guests to guests satisfaction
Communication
Ability to express
ideas in a
understandable
manner
Ability to convince
Ability body language
Listening skills
How to listen to
understand
Ability to know the
purpose of the
communication
Empathy
“The bathroom was dirty,
so I cleaned it myself.
It has been a very uncomfortable
stay for my wife and I
and we want to leave.”
MARY’S RESPONSE
“I’m sorry about that, we have a new housekeeper and
she probably didn’t realize that your room needed to
be cleaned. Are you sure you would like to leave? I’m
sure the housekeeper will get to your room this
morning.”
QUESTION
How well did Mary handle this
service recovery situation?
Poor
Average,
Good
1. Good
2. Average,
3. Poor
James Reaction
Look I really do not care
to hear any excuses,
just give me my bill and
the phone number
to make a complaint.
Identify
What is the guest issue?
Listen
• Listening basics- Verbal and Non-verbal(Body Language)
• Listen for guest emotional state
• Listen for guest impact
Empathize
Apologize
Deliver