Section III Managing the Critical Drivers of Service Scores —— | HOTEL LANGUAGE
Section III Managing the Critical Drivers of Service Scores ———————————————— Chapter 9 Service Failure Recovery
Technique 139
Ask About Travel Experiences
Offering redress for problems not caused by the hotel can be a key driver of guest satisfaction. For example, if a guest mentions travel-related problems experienced before arrival, the hotel should offer an amenity or upgrade as an expres- sion of empathy and comfort. Front desk associates should be encouraged to ask guests how their trips were because doing so increases the probability of finding out about travel-related frustrations.
