国际酒店行政总值班培训MODTrainingWestIndiaQuay.pptVIP

WELCOME TO THE MOD TRAINING! SERVICE RECOVERY MODEL HIGH LOW LOW SEVERITY HIGH RESPONSABILITY COMPENSATON GUIDE Guest did not receive P6 gift *Apologize *$100 to be credited on guest account (Elite Benefit) * Ensure amenities get delivered ASAP Alarm clock does not work *Apologize *Engineering to fix clock or replace it Guest is not feeling well (has a cold) *Enquire reason for feeling not well. Offer 3 options: *First aider on property *Doctor Call *Walk in Center *Send card and amenity, do courtesy call Fire alarm activated *Apologize *Explain reason, reiterate that it is for guests own safety FIX IT: Less critical problem, minor inconvenience to the guest, high responsibility and low severity EMPATHY: Problem beyond the hotels control, no compensation but apology, low responsibility and low severity STSN not working *Connect to IBHAN support *Send technician to help *In case of internal problem of connection offer complementary internet card in business center Room was not serviced during the day *Offer to send HK to service room immediately *Send personalized card and amenity Guest was checked into a dirty room *Find different room via FD with possible upgrade *Organize amenities and personalized card *Leave courtesy call Wake up call missed *Assist guest with transportation, phone calls that may have to be done, if needed pay for flight change (this is on our cost) *Offer complementary breakfast or breakfast on the run. *Send apology letter and amenity upon return or to home address HERO: Medium problem with minor inconvenience to the guest, low responsibility, high severity RED CARPET: Critical problem, core service delivery issue, guest complaint with high severity and high responsibility