Hospitality Industry: What is a common mistake most employees make when handling guest complaints?

Complaints Handling Hospitality Management Guest Satisfaction Guest Service Hospitality

Question added by Lamya Adam , Front Desk Team Leader , Mariott
Date Posted: 2017/07/12

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by eric gomani , Head Chef

Most employees end up overdoing what the instution can basicaly do only in the name covering a complaint. They end up promising more than what is nessesary in order to keep their customers yet they cant deliver the same service next time

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