#hospitality #hotels #hotelindustry #hospitalityindustry #serviceindustry #travel #tourism #servicerecovery #rootcauseanalysis #complainthandling #guestcomplaints
#hozpitality
In the hospitality industry, we often notice that whenever people face problems, they run to find solutions. They invest quality time to get the best solution to defuse the situation as soon as possible. The focus is more on avoiding further escalation from the guest, make him/her happy with the service recovery and not let that pass to other guests around. But, this is not the right way at all. Offering a service recovery is indeed necessary to retain guests and win back their trust. However, it is also equally imperative to get to the root cause of the problem and work on them, so that same do not reoccur in future. A solution offered based on an instant review of a complaint helps to contain the situation for that particular moment, a root cause analysis helps a complete eradication of the faults from the system, thus making them full proof and zero defect. I always believe that the hoteliers should work in such a way where they never face a situation where one has to say, "Sorry" to his guests.
