TVL- HRM DEPARTMENT

Receive and Handle Guest Concerns

Prepared by
Alexa D. Caorong
What will you learn?

Listen to the complaint/concern

Apologize to the guest

What will you learn?

Take proper action on the complaint/concern

Record complaint
Listen to the Complaint/Concern
What is Listening?
Listening is not the same as Hearing
General Listening Types:
• Discriminative Listening
• Comprehensive Listening
The 10 Principles of Listening
1. Stop talking
The 10 Principles of Listening
2. Prepare yourself to listen
The 10 Principles of Listening
3. Put the speaker at ease
The 10 Principles of Listening
4. Remove distractions
The 10 Principles of Listening
5. Empathize
The 10 Principles of Listening
6. Be patient
The 10 Principles of Listening
7. Avoid personal prejudice
The 10 Principles of Listening
8. Listen to the tone
The 10 Principles of Listening
9. Listen for ideas, not just
words
The 10 Principles of Listening
10. Wait and watch for non-
verbal communication
 References
Content Images
Tesda(2019).CBLM, Food and Beverage Services NC II. • http://bit.ly/3iXN5Nc
“Receive and Handle Guest Concerns” pp 6-14 • http://bit.ly/2NLgwqh
• http://bit.ly/39uzav3
• http://bit.ly/3t6kolT
• http://bit.ly/2MhKEZP
• http://bit.ly/3iXf8fx
• https://bit.ly/3puptlQ
• http://bit.ly/3iUYEEV