Guest recovery has long been categorized as a necessary evil. While a flawless experience is impossible, it’s an additional opportunity to build loyalty. For many hotels around the world, problem identification and resolution continue to be a major focus of brand building for operators. Feedback systems are in place on property to monitor guest issues. We have pre-stay messages inviting guests to make requests, post stay surveys to measure the experience, travel review sites to monitor, and social media to mine insights. When there are service issues, is it possible to truly differentiate your brand or is it merely generic customer service done well? How are brands staying authentic when most use the same guest feedback tool, similar social media monitoring tools, and house their customer service teams far away from the rest of the corporate office?
Branding Guest Recovery Efforts
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