Need help from Hotel/tourism manager?

I am taking a course in managing hospitality and I need some help. As a hotel manager, what are some training issues that arise (example: poor customer service, poor wait staff training) and how did you recognize ther was a problem. (example: customer complaints etc) All details are greatly appreciated! Thank you

i have stayed at many hotels and have had many problems. the worst problem i had was when a hotel accused me of having items from the snack bar in the room and told me i had to pay 175 dollars or i would be arrested in mexico. i did not eat anything, it must have been from the last people. I payed.

Also, another problem i had was a room that supposed to be non smoking smelled like smoke and they couldnt move me