GUEST RECOVERY
“It all about the personalized little ‘wow’ moments we create for our guests!” FIX TO DELIGHT - Sense of urgency -one stop shop experi nce -Art of offering opinions 3 No luxury hotel is perfect. Everyone makes mistakes. It is how we recover that is important Have the confidence that YOU can turn the guest complaint around into guest loyalty
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LISTEN
- to facts -to feelings
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2
FOLLOW UP To ensure the guest is happy with solution
APOLIGIZE Genuine ‘I am sorry’
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