1. Front office can identify complaints by reviewing the front office log book. Another way to identify complaints involves the evaluation of “Guest Comments Card” or “Guest Feedback Form”. It may be distributed at the front desk, placed in the guest room to fill by the guests during the time of their departure, or mailed to guests after their departure.
2. It is very essential for management to identify and address recurring complaints and problems. By examining the type of complaints and the staff members involved in it, front office management may gain insight into common and less common problems
