Reply even when you can’t resolve the issue right away.
Sending an immediate reply informs your guest that their request has been received
For Example: “Hi, Mr. Jones, this is Patricia at the front desk, I received your request and our team is working on it now. Thank you for your patience..”
Resolve requests in 10 minutes or less.
This notifies other team members that the issue is in good hands.
Only resolve if the issue or request has resulted in a happy outcome.
Reply to complaints immediately.
Ivy’s job is to help identify unhappy guests. When she does, reply immediately!
For Example: “Hello, Mr. Jones, this is Patricia at the front desk, I am disappointed to hear that your experience has not been pleasant. How can we improve the guest experience?
