Taking care of guests is the heart of the hospitality business. Sometimes, things can go wrong during a service process. When things go wrong, it is a hospitality professional’s responsibility to help make things right – especially when the service breakdown was their fault. In opportunities where it is not their fault, they should take ownership of the problem, and thus create loyalty with guests.
This class will discuss the impact of broken service promises, define the four keys to C.A.R.E for guests, demonstrate how to connect with an upset guest, how to act on improving the situation, how to resolve the guest’s concerns, and how to exceed expectations to earn back loyalty.