GUEST COMPLAINT RESOLUTION AND SERVICE RECOVERY PROCESS

Created by ChecklistGuro (https://checklistguro.com)

[ ] Log Complaint Entry: Create a new entry in the 'Complaints' data model containing details like guest name, room number, and complaint type.
[ ] Retrieve Guest Profile: Get existing guest data from the 'Guest Profiles' data model to check loyalty status and previous history.
[ ] Assign Front Desk Investigation: Create a task for the Front Desk Manager to investigate the incident and gather facts.
[ ] Update Complaint Status: Update the status of the 'Complaints' entry from 'New' to 'In Investigation'.
[ ] Calculate Urgency Score: Execute a formula based on 'Complaint Severity' and 'Guest Loyalty Tier' to determine priority level.
[ ] Assign Service Recovery Task: Create a task for the Duty Manager to decide on the compensation (e.g., voucher, discount, or apology).
[ ] Create Compensation Record: Create an entry in the 'Service Recovery Actions' data model to track the specific remedy provided.
[ ] Send Apology Email to Guest: Send an automated or templated email to the guest's email address expressing regret and outlining the solution.
[ ] Update Guest Profile History: Update the 'Guest Profile' entry to include a note about the recent complaint for future reference.
[ ] Calculate Weekly Complaint Volume: Aggregate the number of entries in the 'Complaints' data model for the current week to monitor trends.
[ ] Send SMS Alert to Manager: Send an SMS to the Duty Manager if the complaint severity is marked as 'Critical'.
[ ] Follow-up Task: Create a task for the Guest Relations Officer to contact the guest 24 hours later to ensure satisfaction.
[ ] Close Complaint Entry: Update the 'Complaints' entry status to 'Resolved' and timestamp the closure.
[ ] Generate Monthly Service Recovery Report: Create a report from the 'Service Recovery Actions' data model to summarize total costs and resolution times.

--- END OF TEMPLATE ---
Transform this text into a digital, automated, and trackable mobile app!
Visit: https://checklistguro.com/workflow-templates/hospitality/guest-complaint-resolution-and-service-recovery-process
(Click "Install Template" to launch your digital inspection tool immediately)