- Today
- The complaint arrives at the desk, by message or in passing in a corridor. Apologies are made, then the repair is requested by phone.
- Where it breaks down
- The complaint is heard but never closed. It survives the shift handover, and management finds out about it on Tripadvisor.
- The situations
- Who is involved
- Reception and management, then the department responsible for putting it right. A complaint about a member of staff goes up to management, never to that person’s own team.
- What improves
- The proportion of complaints closed before the guest leaves.
- Plan
- With Pro Desk: a complaint often leads to a repair in the Faults and repairs journey, and the two go hand in hand.
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Complaints