Short Answer 
Start by communicating with your leader about the guest’s concerns, emphasizing the importance of valuing guest feedback for satisfaction. Leverage your leader’s expertise to handle the situation effectively while aligning with company policies, using the opportunity to learn best practices for future interactions.
Step 1: Communicate with Your Leader
Start by reaching out to your leader to discuss the guest’s concerns. Clearly express the situation and ask for guidance on how to handle it effectively. This collaboration is key in finding a solution that satisfies both the guest and your company’s policies.
Step 2: Value the Guest’s Feedback
It’s important to emphasize to your leader the significance of valuing the guest’s feedback. Maintaining customer satisfaction can hinge on how well you address their worries. Highlight to your leader that every piece of feedback is an opportunity to improve service and enhance guest experiences.
Step 3: Leverage Your Leader’s Expertise
Utilize the special training and expertise your leader possesses in dealing with challenging situations. They can provide insights that ensure your response aligns with company policies while still meeting the guest’s needs. Embrace this as an opportunity to learn the best practices for future cases.