Day Three / Hour 2

11:00-11:50am: Service Recovery

  • Challenge: Hotel employees often view complaints as irritable and negative feedback
  • Solution: Students should see complaints as opportunities to improve the guest experience. They should also keep in mind the costs that the hotel incurs as a result of resolving the complaint

Key Teaching Points:

  • Students should encourage all types of feedback from guests
  • Upset guests can become a hotel’s most loyal clients
  • The “Top 10 Hotel Complaints”
  • Costs incurred in resolving complaints

Class Activity:

  • Brief case study and suggested solutions on how to prevent a complaint on TripAdvisor/Yelp from reoccurring

11:50-12:10pm: 20 MINUTES BREAK