RESOLVE GUEST ISSUES EFFECTIVELY

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--- INITIAL RESPONSE & ACKNOWLEDGEMENT ---
[ ] 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 guestâ€™s initial description of the issue (paraphrase to confirm understanding)
[ ] Demonstrate genuine empathy and understanding. (Yes, No, 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 ---
[ ] 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, Email, Text Message, In Person)
[ ] 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) (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 ---
[ ] 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, No)
[ ] 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, No)
[ ] 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) (Phone, Email, 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 ---
[ ] 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 ---
[ ] 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, No)
[ ] Additional Notes/Observations (Record any significant details)

--- END OF TEMPLATE ---
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