Guest Complaint Resolution Workflow Checklist
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Complaint Reception & Logging
Focuses on how the complaint is initially received and properly documented.
Complaint Channel
Date of Complaint
Time of Complaint
Guest Description of Complaint
Guest Name
Guest Room Number (if applicable)
Contact Phone Number
Contact Email Address
Complaint Category (Initial)
Initial Assessment & Prioritization
Covers evaluating the severity and urgency of the complaint.
Complaint Urgency Level
Complaint Category
Guest Satisfaction Score (if applicable)
Brief Summary of Complaint
Department Responsible
Complaint Received Date
Complaint Received Time
Initial Impact Assessment
Investigation & Fact-Finding
Details the steps taken to understand the root cause of the complaint.
Guest's Detailed Account of the Incident
Type of Complaint (e.g., Room Condition, Service, Billing)
Number of Guests Affected
Date of Incident
Approximate Time of Incident
Relevant Staff Involved (Check all that apply)
Witness Statements (if any)
Supporting Documentation (e.g., Photos, Receipts)
Resolution Planning & Options
Outlines the process of developing solutions to address the complaint.
Potential Resolution Category
Proposed Discount Percentage (if applicable)
Proposed Refund Amount (if applicable)
Detailed Explanation of Proposed Resolution
Requires Manager Approval?
Justification for Manager Approval (if required)
Potential Service Recovery Options
Notes on Potential Challenges in Resolution
Resolution Implementation & Communication
Covers enacting the chosen solution and informing the guest.
Resolution Type Selected
Detailed Description of Resolution Offered
Communication Plan (How resolution will be communicated to guest)
Communication Method
Date of Resolution Communication
Time of Resolution Communication
Summary of Communication with Guest (What was said/explained)
Guest Acknowledgement of Resolution
Follow-Up & Verification
Focuses on ensuring the resolution was satisfactory and preventing recurrence.
Follow-Up Date
Guest Satisfaction Level (Post-Resolution)
Guest Feedback (Post-Resolution)
Resolution Effectiveness
Compensation Offered (if applicable)
Notes on Guest Interaction & Satisfaction
Documentation & Analysis
Details the process of recording complaint details and analyzing trends for improvement.
Complaint Summary & Root Cause Analysis
Guest Satisfaction Score (Post-Resolution)
Complaint Category (e.g., Room, Service, Food & Beverage)
Contributing Factors (Select all that apply)
Date of Complaint Resolution
Corrective Actions Taken (Detailed Description)
Resolution Type
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