The basic principle of handling guest complaints in the front office of Marriott Hotel: What does learning mean?

Refers to customer-centered, empathy, putting yourself in the customer's shoes; Identify customer complaint psychology; Principles for handling customer complaints; Steps to handle customer complaints; Summarize and improve.

Service is the main product of the hotel, and the hotel makes profits by selling services and facilities. The relationship between the guest and the hotel is the relationship between buying and selling, and also the relationship between being served and being served. Guests come to the store to buy specific service products at the agreed price to meet their material and spiritual needs.