Guest Recovery Module
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| Responsable | Jonatan Prestini Soares |
|---|---|
| Última actualización | 03/03/2025 |
| Miembros | 1 |
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Chapter 1: Understanding Guest Dissatisfaction & Complaint Handling4Lecciones ·
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Introduction
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Why is guest recovery essential in hospitality?
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How do you recognize guest dissatisfaction early?
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How do you professionally respond to guest complaints?
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Chapter 2: Handling Difficult Guests & De-Escalating Tense Situations5Lecciones ·
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Chapter 2: Handling Difficult Guests & De-Escalating Tense Situations
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How do you stay calm and professional when dealing with difficult guests?
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How do you de-escalate tense situations?
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How do you handle unreasonable or disruptive guests?
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How do you turn a difficult guest interaction into a positive outcome?
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Chapter 3: Turning Negative Guest Experiences into Positive Outcomes5Lecciones ·
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Chapter 3: Turning Negative Guest Experiences into Positive Outcomes
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How do you turn a complaint into a positive experience?
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How do you rebuild trust after a service failure?
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How do you personalize guest recovery efforts?
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How do you encourage repeat visits after a service failure?
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Chapter 4: Preventing Recurring Service Issues & Strengthening Guest Relations6Lecciones ·
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Chapter 4: Preventing Recurring Service Issues & Strengthening Guest Relations
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How do you identify and prevent common service failures?
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How do you implement proactive guest service strategies?
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How do you gather guest feedback and act on it?
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How do you build stronger guest relationships for long-term success?
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Guest Recovery Final Exam & Certification
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