Hospitality Guest Service Issue Checklist
Resolve guest concerns quickly and consistently! Our Hospitality Guest Service Issue Checklist ensures your team follows a proven process for handling complaints, technical difficulties, and special requests, boosting guest satisfaction and protecting your reputation. Download now for smoother operations and happier guests!
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Issue Identification & Logging
Documenting the guest's complaint and initial assessment.
Guest Description of Issue
Issue Category
Severity Level (1-5)
Date of Incident
Time of Incident
Reporting Staff Member ID
Guest Information & Verification
Confirming guest identity and reservation details.
Guest First Name
Guest Last Name
Room Number
Reservation Type
Check-in Date
Check-out Date
Identification Type
Identification Number
Issue Categorization & Prioritization
Determining the issue type and urgency level.
Issue Category
Priority Level
Severity Score (1-10)
Date of Incident
Time of Incident
Initial Troubleshooting & Resolution Attempts
Steps taken to immediately address the problem.
Initial Issue Category (e.g., Wi-Fi, Room Service, TV)
First Action Taken
Number of Attempts
Detailed Description of Actions
Issue Resolved?
Guest Comments (if applicable)
Escalation Procedures (If Necessary)
Protocol for involving specialized support teams.
Escalation Tier
Department to Escalate To
Reason for Escalation
Estimated Resolution Time (Hours)
Escalation Date
Escalation Time
Escalation Contact Name
Escalation Reference Number (if applicable)
Resolution & Confirmation with Guest
Verifying the solution and ensuring guest satisfaction.
Resolution Method
Detailed Resolution Notes
Resolution Time (Minutes)
Guest Satisfaction Level
Guest Comments/Feedback
Guest Signature (Confirmation)
Documentation & Follow-up
Recording details and scheduling any necessary follow-up actions.
Detailed Description of Resolution
Resolution Date
Resolution Time
Resolution Status
Time Spent on Resolution (Minutes)
Guest Feedback (if collected)
Supporting Documentation (e.g., Photos, Emails)
Prevention & Feedback
Identifying root causes and implementing preventative measures.
Root Cause Analysis Summary
Potential Contributing Factors
Frequency of Similar Issues (Past 12 Months)
Proposed Preventative Actions
Date Preventative Actions Implemented
Effectiveness of Preventative Actions (After 30 Days)
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