Day Three / Hour 1

10-10:50am: Common Guest Complaints & Service Recovery

  • Challenge: The way in which an employee handles a guest complaint can make or break the guest’s overall experience
  • Solution: Following the “six steps of service recovery” greatly improves the chances of winning a guest back

Key Teaching Points:

  • Service “glitches” are inevitable in the hospitality industry
  • Importance of service recovery
  • Six steps of service recovery

Class Activity:

  • Service Recovery Ideation Contest: (best available option & most unusual)

10:50-11:00am: 10 MINUTES BREAK