GUEST COMPLAINT RESOLUTION WORKFLOW

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


--- COMPLAINT RECEPTION & LOGGING ---
[ ] Complaint Channel (In-Person, Phone, Email, Online Review Site (e.g., TripAdvisor), Social Media, Letter)
[ ] 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) (Housekeeping, Food & Beverage, Service, Maintenance, Billing, Noise, Other)

--- INITIAL ASSESSMENT & PRIORITIZATION ---
[ ] Complaint Urgency Level (Low, Medium, High, Critical)
[ ] Complaint Category (Room Condition, Service Quality, Food & Beverage, Billing/Charges, Amenities, Other)
[ ] Guest Satisfaction Score (if applicable)
[ ] Brief Summary of Complaint
[ ] Department Responsible (Front Office, Housekeeping, Food & Beverage, Maintenance, Management, Other)
[ ] Complaint Received Date
[ ] Complaint Received Time
[ ] Initial Impact Assessment

--- INVESTIGATION & FACT-FINDING ---
[ ] Guest's Detailed Account of the Incident
[ ] Type of Complaint (e.g., Room Condition, Service, Billing) (Room Condition, Service Quality, Billing Issue, Food & Beverage, Noise Complaint, Other)
[ ] Number of Guests Affected
[ ] Date of Incident
[ ] Approximate Time of Incident
[ ] Relevant Staff Involved (Check all that apply) (Front Desk Agent, Housekeeping, Restaurant Staff, Maintenance, Manager on Duty, Security)
[ ] Witness Statements (if any)
[ ] Supporting Documentation (e.g., Photos, Receipts)

--- RESOLUTION PLANNING & OPTIONS ---
[ ] Potential Resolution Category (Financial Compensation (Discount/Refund), Service Recovery (Upgrade/Amenities), Apology & Explanation, Policy Exception, Combination of Above)
[ ] Proposed Discount Percentage (if applicable)
[ ] Proposed Refund Amount (if applicable)
[ ] Detailed Explanation of Proposed Resolution
[ ] Requires Manager Approval? (Yes, No)
[ ] Justification for Manager Approval (if required)
[ ] Potential Service Recovery Options (Room Upgrade, Meal Voucher, Amenity Offering (e.g., Spa Treatment), Loyalty Points, None)
[ ] Notes on Potential Challenges in Resolution

--- RESOLUTION IMPLEMENTATION & COMMUNICATION ---
[ ] Resolution Type Selected (Apology, Discount/Refund, Service Recovery (e.g., Upgrade, Extra Service), Explanation/Clarification, Other (Specify in LONG_TEXT))
[ ] Detailed Description of Resolution Offered
[ ] Communication Plan (How resolution will be communicated to guest)
[ ] Communication Method (Phone, Email, In-Person, Letter)
[ ] Date of Resolution Communication
[ ] Time of Resolution Communication
[ ] Summary of Communication with Guest (What was said/explained)
[ ] Guest Acknowledgement of Resolution (Acknowledged & Satisfied, Partially Acknowledged, Not Acknowledged)

--- FOLLOW-UP & VERIFICATION ---
[ ] Follow-Up Date
[ ] Guest Satisfaction Level (Post-Resolution) (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Guest Feedback (Post-Resolution)
[ ] Resolution Effectiveness (Fully Resolved, Partially Resolved, Not Resolved)
[ ] Compensation Offered (if applicable)
[ ] Notes on Guest Interaction & Satisfaction

--- DOCUMENTATION & ANALYSIS ---
[ ] Complaint Summary & Root Cause Analysis
[ ] Guest Satisfaction Score (Post-Resolution)
[ ] Complaint Category (e.g., Room, Service, Food & Beverage) (Room Issues, Service Issues, Food & Beverage, Billing/Charges, Amenities, Other)
[ ] Contributing Factors (Select all that apply) (Staff Training Deficiencies, Process Failure, Equipment Malfunction, Communication Breakdown, Lack of Resources, Unexpected Circumstances)
[ ] Date of Complaint Resolution
[ ] Corrective Actions Taken (Detailed Description)
[ ] Resolution Type (Refund, Discount/Voucher, Room Upgrade, Apology, Other)

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