What is Service Recovery and How Does It Impact Your Guest Experience?
Service recovery is an important part of the guest experience. Studies show that 63 percent of guests would be willing to return to a property after having a negative experience if they received a follow-up apology or correction from a member of management. While you may not meet your guests’ expectations every single time, it is important to make sure you’re taking the opportunity to recover a guest complaint. Implementing service recovery methods into your daily operations could be the difference between losing a guest and creating a loyal customer.
In the past, guest feedback would often be shared via word of mouth or through written documents and be dependent on staff to relay information about service complaints. Today, technology can be used to capture and track guest feedback and escalate complaints to the appropriate management team for quick service recovery opportunities.
INTELITY Staff offers a service recovery feature, Glitch Intel, to capture and track service issues, guest complaints, or any type of negative feedback issued by the guest in real time, and has a built-in escalation feature that directs feedback to the appropriate management teams.
Glitch Intel allows any staff member to input various kinds of information on INTELITY Staff, including:
- The original guest complaint
- Staff members involved
- Most common guest complaints and service issues
- Who the complaint was escalated to
- Steps taken to recover the service
- The total cost of service recovery
Using this service recovery feature, hotels are able to track, monitor, and organize all guest complaints and service issues, and ensure that they are responding to and addressing guest feedback in a timely manner. Management teams can also use Glitch Intel to generate reports that can be used for further review and analysis.
Another key benefit of INTELITY’s service recovery is the customization available within the feature. We know that no two hotels are the same and each hotel’s operations differ, so we’ve made each field within the Glitch Intel feature customizable to the specific workflow of your hotel.
Are you ready to enhance your guest service and improve your guests’ experience? Contact us today to learn more about the broadest guest engagement and staff management platform.