Questions d'entretien

Entretien pour SPA Manager


LUX* Island Resorts

How to manage guest complained?


Réponse à la question d'entretien

1 réponse


For this question i always use STAR concept Situation : Family with 2 kids come to our resort during Easter and the weather was extremely hot. Mother having spa treatment and suddenly she get call from her husband 1 of their kid was having high fever coz of wasn't really enjoy at that time coz kid can not enjoy the beach. Task: informed to Resort Doctor and i arrange fresh coconut water from our gardener team. Approach : Doctor came to guest room and check their kid and give him medicine and fresh coconut water because this is natural is really good to hydrate and rich with mineral. Result : after 2 days bed rest their kid was fully recovery and he is enjoying playing with family at the beach. Guest was really happy how we handle their kids like our family, they event share the moment through trip advisor and they come again to celebrate NYE at our resorts.

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