Dear Khun Yosh
Please find below the reply of Ms. Gispert and in regards to Khun Apple, we will issue a warning due to misconduct behavior of tour and taxi handling as well as an example to all team members that tour and taxi service is a very sensitive issue and that sufficient information needs to be communicated to the guest to avoid any negative perception of working together with the “mafia”.
Furthermore Khun Annie will brief her team accordingly to call the MOD immediately to handle any guest complaints and not to wait until the FOM’s return. We will ensure to train and utilize the Problem Handling MOS which will be countersigned by each staff once trained and kept in the training records. Therefore should an incident similar to this occur again, a warning will be issued which will be non-negotiable due to trainings provided and information communicated through daily briefings.