Section III Managing the Critical Drivers of Service Scores —— | HOTEL LANGUAGE

Section III
Managing the Critical Drivers of Service Scores
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Chapter 9
Service Failure Recovery

Technique 141

Ask What Would Fix the Problem

If a guest voices a valid complaint, after listening, empa- thizing, thanking the guest, and apologizing, the hotel asso- ciate should ask the guest what the hotel can do to fix the problem. Most guests will ask for very little which presents the opportunity to deliver more than what was asked—spawning guest delight.

To be continue...

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