How should a guest account query be handled?, Remove charges automatically, Investigate using signed records, Transfer to a pending folder, Inform guest the account will be sent, What encourages additional sales at departure?, Offer takeaway meals, Offer taxi booking, Ask about their stay, Ask about future bookings, What is best for improving service levels?, Guest records, Testimonials, Customer questionnaires, Guest lists, How can guest complaints be used to improve business?, By improving services through feedback, By removing underperforming staff, By excluding difficult guests from communications, By reviewing internal policies, What is the best approach to handle potential guest conflict?, Aggressive response, Deny service, Provide prior information, Immediate compensation, What is the best approach when dealing with an aggressive guest?, Call security immediately, Offer discounts, Ask them to leave, Seek a mutually acceptable solution, What is the most likely impact of poor service on a business?, Pressure to reduce pricing, Reduction in repeat business, Review of operational procedures, Difficulty attracting new employees, How can conflict from building work be reduced?, Warn guests in advance, Provide earplugs, Ask guests to check out early, Offer alternative hotels, How can conflict be diffused?, Ask parties to withdraw, Identify blame, Observe and take notes, Listen and encourage discussion, What is the final stage of the service cycle?, Making a profitable sale, Monitoring satisfaction, Completing transactions, Delivering satisfaction, What is the best way of recording guest satisfaction with restaurant services?, Questionnaires, Hotel blogs, Tent cards, Internal reviews, Which is most likely to result in additional sales at the hotel?, Offering to enroll in the hotel loyalty plan, Offering to priority book future functions, Giving details of future special offers, Giving details of planned redecoration.

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