Day Three / Hour 3

12:10-1:00pm: Service Recovery Scenarios

Challenge: Hotels are known to their train employees in “scripted service” when handling guest issues

  • Solution: Students should use the six steps of service recovery as a guideline to resolve guest issues, meanwhile expressing his/her genuine concern for the guest’s situation and upholding his/her own personality

Key Teaching Points:

  • How to use the six steps of service recovery when handling guest issues
  • How to be your real self in these situations

Class Activity:

  • Presentation and open discussion of service scripts
  • Service Recovery Role Play

1:00-1:10pm: 10 MINUTES BREAK