Final answer:
The first step in handling guest complaints is to apologize and acknowledge the guest's concern. Investigating the issue and offering a solution come after apologizing.
Step-by-step explanation:
The first step in handling guest complaints is to apologize. By acknowledging the guest's concern and offering an apology, you demonstrate that you are taking their complaint seriously and are committed to resolving the issue. Investigating the issue would be the second step, as you need to gather all the necessary information to understand the root cause of the complaint. Once you have gathered enough information, you can then proceed to offer a solution to the guest.