Resolve Guest Issues Effectively Checklist

Initial Response & Acknowledgement

1 of 7

Focuses on immediately recognizing and acknowledging the guest's concern, showing empathy and a commitment to resolution.

Acknowledge guest's concern promptly (within __ seconds/minutes)

Within 30 seconds

Within 1 minute

Within 2 minutes

Other (Specify)

Use welcoming and empathetic greeting (e.g., 'I understand', 'I'm sorry to hear that')

Record guest’s initial description of the issue (paraphrase to confirm understanding)

Demonstrate genuine empathy and understanding.

Yes

Not Applicable

Use the guest's name appropriately (if known)

Briefly explain the steps you will take to address the issue.

Maintain eye contact and attentive body language

Always

Often

Sometimes

Rarely

Never

Confirm guest's preferred communication method (e.g., face-to-face, phone, email)

Active Listening & Information Gathering

2 of 7

Details steps to thoroughly understand the issue, ensuring accurate identification and avoiding assumptions.

Guest Description of Issue (in their own words)

Initial Assessment of Guest's Emotional State (e.g., Frustrated, Angry, Disappointed, Calm)

Frustrated

Angry

Disappointed

Calm

Anxious

Confused

Number of Guests Involved in the Issue

Initial Identification of Issue Category (e.g., Room Issue, Service Issue, Billing Issue)

Room Issue

Service Issue

Billing Issue

Food & Beverage Issue

Amenity Issue

Other

Clarifying Questions Asked to Guest (Record direct questions used to confirm details)

Guest's Preferred Communication Method for Updates (if applicable)

Phone

Text Message

In Person

Date of Incident (if known/relevant)

Problem Assessment & Solution Identification

3 of 7

Covers analyzing the issue, determining the root cause, and brainstorming potential solutions.

Describe the Guest's Issue in Detail

Categorize the Issue (e.g., Room Issue, Service Issue, Billing Issue)

Room Issue

Service Issue

Billing Issue

Food & Beverage Issue

Amenity Issue

Other

Severity Level (1-5, 1 being minor, 5 being critical)

Potential Causes (Select all that apply)

Equipment Failure

Human Error

Process Breakdown

Communication Gap

Lack of Training

Unforeseen Circumstance

Brainstorm Possible Solutions (List at least 3)

Choose the Recommended Solution

Solution 1

Solution 2

Solution 3

Alternative Solution (Specify in LONG_TEXT)

If 'Alternative Solution' Selected, Describe It Here

Solution Implementation & Communication

4 of 7

Focuses on executing the chosen solution and clearly explaining it to the guest.

Choose the initial solution offered (if applicable)

Full Refund

Partial Refund

Room Change

Upgrade

Discount on Future Stay

Other (Specify)

Explain the chosen solution to the guest in a clear and concise manner. Document exactly what was communicated.

If offering a monetary compensation (refund, discount), enter the amount.

Was the guest informed about the reason for the solution?

Yes

If the solution required interaction with another department, briefly describe the communication and steps taken. (e.g., 'Contacted housekeeping to investigate...')

Did you confirm the guest understands and accepts the solution?

Yes

Note any adjustments made to the solution based on guest feedback during implementation.

Follow-Up & Service Recovery

5 of 7

Ensures the guest is satisfied with the resolution and prevents similar issues from recurring.

Date of Follow-Up

Time of Follow-Up

Method of Follow-Up (Phone, Email, In-Person)

Phone

In-Person

Summary of Follow-Up Conversation/Interaction

Guest Satisfaction Level (Post Resolution)

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Additional Recovery Actions Taken (e.g., Discount, Upgrade)

Value of Recovery Actions (e.g., Discount Amount)

Guest's Feedback on Recovery Efforts

Documentation & Reporting

6 of 7

Details procedures for logging incidents, reporting trends, and facilitating continuous improvement.

Detailed Description of Issue

Issue Category (e.g., Room, Service, Billing)

Room Issue

Service Issue

Billing Issue

Food & Beverage

Other

Guest Satisfaction Score (1-5)

Resolution Type

Compensation

Service Adjustment

Explanation

Other

Date of Incident

Time of Incident

Actions Taken to Resolve Issue

Resolution Status

Resolved

Partially Resolved

Pending

Employee ID of Resolver

Handling Difficult Guests

7 of 7

Provides strategies for de-escalation and managing guests who are highly emotional or aggressive.

Guest Name (if available)

Brief Description of Incident (what triggered the escalation?)

Guest's Emotional State (Observe and Select)

Calm

Frustrated

Angry

Aggressive

Distressed

De-escalation Techniques Used (Describe steps taken)

Approximate Duration of Interaction (minutes)

Resolution Type (How was the issue resolved?)

Compensatory Offer (e.g., discount, upgrade)

Explanation and Apology

Relocation/Alternative Accommodation

Escalation to Manager

Other (Specify)

Guest Feedback/Comments Following Resolution (Record guest's verbal response)

Manager Involvement (Was manager assistance required?)

Yes

Initial Response & Acknowledgement

Acknowledge guest's concern promptly (within __ seconds/minutes)

Use welcoming and empathetic greeting (e.g., 'I understand', 'I'm sorry to hear that')

Record guest’s initial description of the issue (paraphrase to confirm understanding)

Demonstrate genuine empathy and understanding.

Use the guest's name appropriately (if known)

Briefly explain the steps you will take to address the issue.

Maintain eye contact and attentive body language

Confirm guest's preferred communication method (e.g., face-to-face, phone, email)

Active Listening & Information Gathering

Guest Description of Issue (in their own words)

Initial Assessment of Guest's Emotional State (e.g., Frustrated, Angry, Disappointed, Calm)

Number of Guests Involved in the Issue

Initial Identification of Issue Category (e.g., Room Issue, Service Issue, Billing Issue)

Clarifying Questions Asked to Guest (Record direct questions used to confirm details)

Guest's Preferred Communication Method for Updates (if applicable)

Date of Incident (if known/relevant)

Problem Assessment & Solution Identification

Describe the Guest's Issue in Detail

Categorize the Issue (e.g., Room Issue, Service Issue, Billing Issue)

Severity Level (1-5, 1 being minor, 5 being critical)

Potential Causes (Select all that apply)

Brainstorm Possible Solutions (List at least 3)

Choose the Recommended Solution

If 'Alternative Solution' Selected, Describe It Here

Solution Implementation & Communication

Choose the initial solution offered (if applicable)

Explain the chosen solution to the guest in a clear and concise manner. Document exactly what was communicated.

If offering a monetary compensation (refund, discount), enter the amount.

Was the guest informed about the reason for the solution?

If the solution required interaction with another department, briefly describe the communication and steps taken. (e.g., 'Contacted housekeeping to investigate...')

Did you confirm the guest understands and accepts the solution?

Note any adjustments made to the solution based on guest feedback during implementation.

Follow-Up & Service Recovery

Date of Follow-Up

Time of Follow-Up

Method of Follow-Up (Phone, Email, In-Person)

Summary of Follow-Up Conversation/Interaction

Guest Satisfaction Level (Post Resolution)

Additional Recovery Actions Taken (e.g., Discount, Upgrade)

Value of Recovery Actions (e.g., Discount Amount)

Guest's Feedback on Recovery Efforts

Documentation & Reporting

Detailed Description of Issue

Issue Category (e.g., Room, Service, Billing)

Guest Satisfaction Score (1-5)

Resolution Type

Date of Incident

Time of Incident

Actions Taken to Resolve Issue

Resolution Status

Employee ID of Resolver

Handling Difficult Guests

Guest Name (if available)

Brief Description of Incident (what triggered the escalation?)

Guest's Emotional State (Observe and Select)

De-escalation Techniques Used (Describe steps taken)

Approximate Duration of Interaction (minutes)

Resolution Type (How was the issue resolved?)

Guest Feedback/Comments Following Resolution (Record guest's verbal response)

Manager Involvement (Was manager assistance required?)

Additional Notes/Observations (Record any significant details)

Hospitality Management Solution Screen Recording

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