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    The document discusses a role play simulation for hospitality students on handling customer complaints. Students worked in groups to practice the proper way to respond to and address complaints from hotel guests. The reflective journal prompts students to write about their reaction, feelings, and suggestions for communicating with customers and the five steps for properly handling complaints. The questions are intended to be open-ended to encourage deep thinking about course topics and learning.

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    RJ 4

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    The document discusses a role play simulation for hospitality students on handling customer complaints. Students worked in groups to practice the proper way to respond to and address complaints from hotel guests. The reflective journal prompts students to write about their reaction, feelings, and suggestions for communicating with customers and the five steps for properly handling complaints. The questions are intended to be open-ended to encourage deep thinking about course topics and learning.

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    92 views1 page

    RJ 4

    Uploaded by

    customerserviceptss
    The document discusses a role play simulation for hospitality students on handling customer complaints. Students worked in groups to practice the proper way to respond to and address complaints from hotel guests. The reflective journal prompts students to write about their reaction, feelings, and suggestions for communicating with customers and the five steps for properly handling complaints. The questions are intended to be open-ended to encourage deep thinking about course topics and learning.

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    HH 101 EXCELLENT HOSPITALITY AND CUSTOMER SERVICE REFLECTIVE JOURNAL 4

    REFLECTIVE JOURNAL 4: SIMULATION ON HANDLING COMPLAINTS

    Notes:
    Writing your Reflective Learning Journal Students work in group and practise the right way in handling customer complains. Situation of Role Play: Pretend that you are a member of staff working at ABC Hotel. You have received these complaints from guest. By what means would you respond to the complaint (i.e would you write a letter, make a phone call etc)? What action would you take? In each journal entry, you might therefore want to write down your reaction, comment, personal feelings, and suggestion to each of these teaching and learning activities. For example, you can start by thinking: Give definition of complaint. What are the right way to communicate with customer? What are the FIVE(5) steps of handling customer complaint?

    This piece of writing should be highly unstructured, therefore its important that the guided questions provided should be very open-ended, so that allow students to carry deep thinking on course-related issues Only a few guided questions will do, otherwise, students will be overwhelmed and divert all their energy in attempting all the questions instead of taking a quality reflection on their learning

    PTSS/JHPWATI/HH101/RJ4/JUNE2011

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