Guest Satisfaction Management – Imperial Riviera – Valamar

At the beginning of April, for the our clients Imperial Riviera / Valamar in Dubrovnik and Rab, our Monika held a training workshop on the topic of “Guest Satisfaction Management and Complaints Handling” . The focus was on developing personal and communication skills necessary for the professional management of demanding situations with guests.

Through the exchange of practical experiences, specific situations of working with guests were analyzed. Through reflection on positive and challenging experiences, the participants became aware of their own reactions, learned from previous situations and identified what helps them in successful complaint management.

As in previous years, the participants were very satisfied with the adopted tools/techniques. There will be some opportunities  to apply them over the coming months.