Concierge Service
Building a usable local knowledge base, handling requests end to end and following up before the guest has to ask.
Front Office
Guest Complaint Handling
A repeatable method for listening, owning, resolving and recording a complaint, and when to escalate it.
Overview
A repeatable method for listening, owning, resolving and recording a complaint, and when to escalate it. The course is built around the procedure as it is actually carried out on shift, with a written standard, the common mistakes, and a checklist to work through.
What you will be able to do
- Carry out the procedure to the written standard without supervision.
- Recognise the common failures in this task and correct them.
- Complete the associated checklist and record the result.
- Know when the situation must be escalated to a supervisor.
Requirements
No prior study is required. Access to the relevant work area is useful for the practice checklist.
Curriculum
Orientation
2 lessons · 13 min
- text Why this matters: Guest Complaint Handling Preview 8 min
- text What you will be able to do: Guest Complaint Handling 5 min
The standard
3 lessons · 31 min
- video The procedure demonstrated: Guest Complaint Handling 14 min
- text The written standard: Guest Complaint Handling 12 min
- pdf Reference sheet: Guest Complaint Handling 5 min
In practice
3 lessons · 32 min
- text Common mistakes: Guest Complaint Handling 10 min
- text Working under pressure: Guest Complaint Handling 10 min
- checklist Practice checklist: Guest Complaint Handling 12 min
Assessment
1 lessons · 8 min
- text Review before the quiz: Guest Complaint Handling 8 min
Frequently asked questions
How long does this course take?
About 120 minutes of study, which can be split across shifts.
Is a certificate issued?
Yes. A certificate with a verification code is issued once the course and its assessment are passed.
Is the course available in Arabic?
Yes. Every lesson exists in English and Arabic, and the Arabic version is laid out right to left.
Related courses
Front Desk Upselling
Reading the booking, offering the right upgrade at the right moment and recording the result honestly.
Front Office Fundamentals
How the front desk fits into a hotel day, the shift structure, the systems in use and the standards every agent works to.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.