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 140
Thank Guests for Complaining
All associates should be trained to thank guests when they voice valid complaints. Such a thank you encourage guests to communicate problems directly with the provider as opposed to posting complaints on social media forums. Thanking the guest for voicing the complaint also signals that the problem is less likely reoccur in the future.
