Guest Complaint Resolution and Service Recovery Process

Start of the Workflow/Process.

Create a new entry in the 'Complaints' data model containing details like guest name, room number, and complaint type.

Get existing guest data from the 'Guest Profiles' data model to check loyalty status and previous history.

Create a task for the Front Desk Manager to investigate the incident and gather facts.

Update the status of the 'Complaints' entry from 'New' to 'In Investigation'.

Execute a formula based on 'Complaint Severity' and 'Guest Loyalty Tier' to determine priority level.

Create a task for the Duty Manager to decide on the compensation (e.g., voucher, discount, or apology).

Create an entry in the 'Service Recovery Actions' data model to track the specific remedy provided.

Send an automated or templated email to the guest's email address expressing regret and outlining the solution.

Update the 'Guest Profile' entry to include a note about the recent complaint for future reference.

Aggregate the number of entries in the 'Complaints' data model for the current week to monitor trends.

Send an SMS to the Duty Manager if the complaint severity is marked as 'Critical'.

Create a task for the Guest Relations Officer to contact the guest 24 hours later to ensure satisfaction.

Update the 'Complaints' entry status to 'Resolved' and timestamp the closure.

Create a report from the 'Service Recovery Actions' data model to summarize total costs and resolution times.

End of the Workflow/Process.