CGSP Practice Questions - Certified Guest Service Professional Exam

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A guest at the front desk is visibly upset because their reservation was lost in the system. Which sequence of actions BEST demonstrates effective service recovery?

Check the system, explain the error was not your fault, and offer to rebook Listen attentively, apologize sincerely, take immediate action to resolve the issue, and follow up to ensure satisfaction Call a manager immediately and let them handle the situation Offer the guest a discount on their next stay and process a new reservation

Correct Answer:

Listen attentively, apologize sincerely, take immediate action to resolve the issue, and follow up to ensure satisfaction

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