As part of its ongoing efforts to develop human capital in the hospitality sector, the Jordan Hotels Association held a short training course on Monday, April 1, 2026, titled “Complaint Handling Mechanisms.” The course targeted employees of hotels in the Dead Sea area and included participation from various professionals working in the hospitality sector.

The training was conducted by Mr. Ghazi Battarseh and aimed to equip participants with the skills to handle customer complaints efficiently and professionally, thereby enhancing guest satisfaction and improving the quality of services provided in hotels.

The course covered a range of key topics, including the concept and importance of complaints, the stages of handling them—from reception and recording, to analyzing their causes, finding appropriate solutions, and following up—alongside preventive and developmental procedures designed to reduce the recurrence of complaints in the future.

Additionally, the training focused on developing core customer service skills, the art of active listening, understanding different customer behavioral patterns and appropriate ways to interact with each, as well as highlighting advanced communication techniques with guests. This approach helps better understand guest behavior and enhances the quality of interaction with them.

The Association emphasized that this course is part of its ongoing training programs aimed at raising the efficiency of hospitality sector employees, improving the guest experience, and strengthening the competitiveness of Jordan’s tourism sector, in line with its role in supporting and developing the country’s hospitality industry.