This course is targeted for Managers and Assistant Managers.

At the end of the course, you will be able to:

• Identify different types of guest feedback
• Explain the importance of guest feedbacks
• Examine reasons why guest gives negative feedbacks or complaints
• Identify emotions and/or behaviours displayed by difficult or unhappy guests
• Manage emotions when dealing with difficult and/or unhappy guests
• Respond to negative feedbacks or complaints using verbal and written approaches, e.g., face-to-face, phone, emails, and online
• Respond to positive feedback using verbal and written approaches, e.g., face-to-face, emails, and online
• Document and use guest feedback for continuous improvement