Guest Conflict Resolution

In addition to managing crisis communications, I set standards for all guest communications including conflict resolution. I created several different templates for guest-facing staff to use when handling a dissatisfied guest. When there is a major complaint or issue, I worked with the corresponding department leader to develop a complete response. I enjoyed guest services because handling a complex complaint is similar to solving a puzzle. The response must thoroughly address each component of the complaint while ensuring that the guest feels heard. At the same time, you must also de-escalate by taking accountability and providing potential solutions. Crafting a complete response is a delicate dance, and I enjoy the challenge. 

Conflict Resolution Sample