L - LISTEN. --- Listen to the guest complaints. put yourself in the guest situation.
STAY CALM AND BE ATTENTIVE TO DETAILS.
A - APOLOGIZE. --- Apologize for the inconvenience that happened.
S - SOLUTION. ---- Cooporate with other departments regards to the complaints of the guest. Find the best way to solve a problem. be flexible in dealing things.
T - Thanks the guest ---- Thanks the guest for understanding.