Using the Guest Complaint handling model, briefly explain how would you handle the following guest scenarios? Guest Complaint Handling Model: Listen-Empathise-Apologise-Take action - Follow up. Scenario 1: Mr and Mrs Andrew, check's in to the Premier Inn Hotel and Suites. They had requested for a king bed room, but upon checking in the receptionist tells them that they don't have a king room available and gives them a queen room. Upon entering the guest room, Mr Andrew notices that the AC is not working and calls the reception complaining about the AC. The receptionist promises that she would send an engineer up to the room straight away to fix the problem. However, its 30 minutes gone and the there has been no engineer come up to the room. At this point Mr Andrew is extremely upset and comes down to the lobby reception to speak with you and you are the front desk manager. How would you handle this situation, using the Guest Complaint model above. Scenario 2: Mr Jacob is visiting New York from Chicago for Business and checks into the Intercontinental Inn hotel in down town New York. He is checking in on 7" July and checking out on 9 July. Upon check in he requests for a wake up call on 8 July for 6 am as he was a meeting with a client at 7:30 am in downtown New York. On the morning of 8 July, the receptionist misses to give Mr Jacob his wake call at 6:30 am and as a result Mr Jacob is late for his important meeting. He calls at 7:15 am shouting at the receptionist and wants to speak with the Reception manager immediately. You are the reception manager at the Intercontinental Inn hotel in New York. How would you handle Mr Jacob using the above complaint handling model Scenario 3: It's a wedding anniversary for Mr and Mrs Kumar and they have booked a dinner table for 2 at the Blue Elephant restaurant in downtown Toronto for 7 pm. Upon arriving, Mr and Mrs Kumar have to wait for 15 minutes before their table is made available. During the evening, the waiter gets their drink order wrong and serves them the wrong cocktail. During the course of the dinner, Mr Kumars Soup is cold and Mrs Kumar in allergic to mushrooms. The restaurant is aware of Mrs Kumars allergy, however still serves her a pasta that has mushrooms in it. This creates a horrible dinner experience for Mr and Mrs Kumar and they are extremely upset by the service received. They request to speak with the restaurant manager, which is you. Please explain how would you handle the situation using the guest complaint handling model