Complete 4 page APA formatted essay: Internal Auditing.
Rotana hotel has managed to counter this risk by putting in place a qualified doorman to receive guests. It has also trained its staff on good interpersonal skills and speed reception.
To ensure effective management of addressing of guests feedback, the hotel has to deal with the risk of poor service delivery to impatient customers when handling a complaint as customers differ from each other. Rotana Hotel has formulated a policy on complaint handling that involves all employees receiving complaint handling training, complaints to be addressed by the first individual to handle it, the staff should have knowledge of how to satisfy a complaining guest, a complaint log to be maintained in the front office and the general manager to be informed of all complaints.
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