1. What are the most common important values that we need to share in common?

One important value that we need to share is the loyalty of the guest. We need to get
their loyalty because this will be a great source of any advertisement. It could be verbal
like recommendations, good feedback from the customers as well as non-verbal like
commenting on a review.

Values shapes our moral character, with these, we can develop how to be professional with our
guests.

2. CSR- Corporate social responsibility.

-People will have to look at the quality that they could get even though they are paying for a high
amount of that product.
- enhances the public trust
- develops every employee to sustain the kind of services that they have to offer as well as the
quality built by the organization.

3. What is the most important thing when we solved the guest complaint?
Use your HEART
H- Hear them out, hear the guest complain even if they are really loud, let them talk first,
and do not interrupt what they are talking about.
E- Empathize. Give them the empathy that we really appreciate their concerns or issues.
We need to understand their concerns, repeat what they are complaining about, and
empathize with them.
A- Apologize. Apologize for what happened or what the issue is about.
R- Respond. Respond to the kind of issue that is raised to you. Give them the solution to
the concern and issues that they addressed.
T- Take action immediately as long as the guest is still within your premises.
In this way, we can solve guest complaints ethically and successfully.
Always remember the process of HEART

Confucius- If you are really looking for your career in the future, you have to search for a job or
a career that you love.
Search for a kind of job where your heart goes.

Treat very honest and loyal to your job. Have to be authentic, the real one.
Be honest with yourself.
Tip- side table, bed, mirror drawer, visible to the eyes.
Money or pieces of jewelry that cant be visible to the eye- report it to the front office.

4.