Cornell University SHA604: Guest Loyalty Complaint Handling Worksheet

This assignment analyzes a guest complaint scenario within a food and beverage operation, likely a restaurant. The student used a provided worksheet to dissect the situation, exploring how guest dissatisfaction became apparent, the response provided, and the interaction's ultimate outcome. The core of the assignment involves evaluating the response against specific complaint-handling guidelines, which include maintaining guest self-esteem, empathizing with the guest, and involving them in the resolution process. For each guideline, the student describes how it was demonstrated (or not) in the response and suggests ways to improve guest encounter satisfaction. The assignment aims to demonstrate an understanding of service recovery strategies, performance standards, and how to use guest feedback to enhance loyalty in the hospitality industry, specifically within the context of a Cornell University Hotel School course (SHA604).

SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Complaint Handling Worksheet
Use this worksheet to analyze a guest complaint encounter.
Describe the situation:
How did you become aware of the guest’s dissatisfaction?
If the feedbacks acquired are not up to the mark, then the dissatisfaction among the guests can be
understood. Moreover, the negative feedbacks, opinions and responses are also the sources of
guests’ dissatisfaction with the products and services (Chenini and Touaiti 2017).
What was your response?
My responses was positive, as a guest, as the quality of food items were quite good but the
service delivery time is more. The service delivery time is quite time consuming and thus my
responses was mixed.
What was the outcome of the interaction?
By interacting with the manager of the organization, I managed to discuss with him about the
issue regarding late service delivery and also about how the differentiation of food items could
easily allow the company to acquire more customers and generate higher revenue in business.
© 2017 eCornell. All rights reserved. All other copyrights, trademarks, trade names, and logos are the sole property of their respective owners.
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SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
© 2017 eCornell. All rights reserved. All other copyrights, trademarks, trade names, and logos are the sole property of their respective owners.
2

SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
Evaluate the response against the complaint-handling guidelines:
Guideline How did the response demonstrate the
guideline?
How could the guideline be applied to
improve guest encounter satisfaction?
Maintain Guest’s Self Esteem
The response of guests towards the staffs
was not quite good, which could be
understood clearly
The guideline could be applied through
welcoming them with some new ways
and providing them a flower or even
something unique so as to create a
positive mindset at the beginning only
Empathize with Guest Their behaviors and approach as soon as
they enter the food and beverage
restaurant (Mongdong 2015)
The guideline could be applied by
providing them the seat and ambience that
they actually wish for and then making
sure to communicate with them about the
dish to be prepared and ensure
satisfaction
Involve Guest in Resolution
The late delivery of food was mentioned
by them in the feedback form
The food items must be prepared as soon
as possible without compromising on the
quality of those (Laškarin 2013).
© 2017 eCornell. All rights reserved. All other copyrights, trademarks, trade names, and logos are the sole property of their respective owners.
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SHA604: Building Guest Loyalty
The Hotel School, Cornell SC Johnson College of Business
© 2017 eCornell. All rights reserved. All other copyrights, trademarks, trade names, and logos are the sole property of their respective owners.
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