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2. meet the guest for listening the problem, ask apology and take action

TAMMY FERDIANI  2170202017

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1. complaint is  clients dissappointed on services that offers or serves

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1. complaint is  clients dissappointed on services that offers or serves

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2. Handling complaint :
a. Try to identify prior potential aspects of complaints.
b. Consult with complaint client, listen carefully what kind of complaints and show your emphaty
c. Sorry to complaint client for what happen and inconvenience
d. Try to offer asistant and solve the problems ourself if possible or Consult with person in charge who responsible for this problems
e. Say our gratitude for client feedback to improve our service standard.

GUSTAF YOSIAS RISAKOTTA 2170202008

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1. The food not suitable for some asian people, the hot sauce not provided even, i ask for it to the waiter.

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1. The food not suitable for some asian people, the hot sauce not provided even, i ask for it to the waiter.

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2. My Room not completely closed while the housekeeping doing clean up my room, i find my room opened.

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1. the room is very stinky and untidy i want to change my room asap.
2. my room amenities not completed i cant find tooth brushes, hair dryer and small towel for bathroom

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1. not feel happy because don't receive a nice service
2. face the guest, say sorry, and help him/her

# data[].attributes.body
1. complaint is a guest want to express his unhappy
2. meet the guest bravely, show empathy, and do something good

# data[].attributes.body
1. sad of terrible service
2. talk to the guest, i am sorry, report to manager, action

# data[].attributes.body
1. complaint is the feeling of the guest that he doesn't like the service
2. listen and don't argue, and follow up

# data[].attributes.body
1. Complaint happens guest unhappy with the staff's services.
2. listening, show empathy, do something.

# data[].attributes.body
1. complaint for me is a guest angry because he doesn't like my services.
2. steps for handling complaint ( listen, say sorry and do something

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Zsalsabila hafianti (2170202048)
1. complaint is feel unsatisfied because of get bad service
2. a. try to listen to guest
b. ask apologizing from guest
c. get way to  overcome the problem in order to make guest feel  happy or satisfied,

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Herdy N 2170202045
1. sad with the service of hotel's clerk

2. a. talking to guest and listening
b. ask apology
c. do something to make guueast happy

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1. not happy with staff's service
2. a. Listen complaint
b. Say sorry to the guest
c. Find out solution

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Fahri Ramadhan (2170202045)
1. Disastified with staff service
2. a. Listen to complaint and make a note
b. Say sorry
c. Get a solution

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1. Feel disappointed because of bad service or broken facilities in a hotel
2.a). Listen carefully to guest,  b). apologizing, c).take action to solve the complaint

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1. Make a description of complaint
2. Make a standard procedure of handling complaint in a hotel