Transcription of Unit 5 Understanding and Resolving Guest Problems
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Unit 5 Understanding and Resolving Guest Problems
Project Hotel Curriculum Center for Immigrant Education and Training (ACE) LaGuardia Community College Unit 5: Understanding and Resolving Guest Problems Project Hotel Curriculum Center for Immigrant Education and Training (ACE) LaGuardia Community College 134 Hotel TEACH Lesson Plan Unit 5, Lesson 1 Career Counseling: Listening with Empathy Objectives Sts will learn to resolve Problems and listen empathetically for improved customer service. EFF Skill Sets addressed Cooperate with Others: Try to adjust one s actions to take into the account the needs of others and/or the task to be accomplished. Industry Skill Sets addressed Resolve Guest Problems Exceed Customer Expectations Activity 1: Empathy Skills T introduces another important component of active listening: empathy.
guest has a right to express his/her feelings. This is not a personal attack on you. Don't join the participant in an argument. Don’t tell guests to calm down, as this often makes them angrier. Continue to listen and maintain eye contact. 5. Summarize and apologize: "You wanted the food cooked without butter." "You'd like extra towels in your ...
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