Service recovery
Service recovery
When something goes wrong for a guest, the fix - a free breakfast, a room upgrade, a refund - is usually agreed verbally and never written down anywhere.
What if every service recovery was approved and on record?
Log the recovery the moment it's offered - what it is, and who approved it - so nothing is agreed on the fly and then forgotten.
How it works
Recovery logged
Approved by the right person
Kept on record
What changes
A record of what was offered and why
Clear approval, not an ad-hoc decision
Routed and tracked the same way as any other request
Nothing promised to a guest gets forgotten
The actual message sent to a guest during a delay - not a mockup.