Thursday 17th November 2022



10am – 1 pm by webinar (3 hours plus Q&A)


Who should attend:

This course is for frontline hospitality staff – receptionists, restaurant and bar staff, F&B, spa and duty managers.


Course Outline:

Are you unsure how to deal with complaining guests?

Do you have a complaints policy that everyone follows?

Are your reviews damaging your reputation?

Would you like to develop a “Complaints Strategy” that ensures the guests return?

We will explore topics like

–      Is the guest always right?

–      How to rate a complaint and what to do about it

–      Empowering staff – what should we allow them do?

–      What to record so we can improve

–      Dealing with negative reviews

You will learn:

  • How to deal with difficult customers
  • How to empower staff to deal with complaints
  • Immediate elimination of customer complaints



Marc Thornton, DTA Marketing

(Expert in Revenue Management and trainers on the Leadership and Management Development Programme)



Members €35 pp
Non Members €50 pp



Book online below.

For more information, email Dervla O’Neill at  or call 086 083 6626 for more information