Guest Experience
Service recovery
Turn problems into lasting loyalty.
Mistakes happen. Service recovery turns a stumble into a reason guests return. Act quickly, apologize sincerely, and document what you did.
Recovery steps
- Listen without interrupting.
- Apologize for the specific issue.
- Offer a remedy within your authority.
- Escalate when the guest remains unhappy.
- Log the incident before the shift ends.
| Role | May offer | Must escalate |
|---|---|---|
| Server | Dessert or coffee | Full meal comps |
| Floor lead | 25% of check | Room upgrades |
| Manager | Full comp | Media complaints |
Danger
Never argue about fault in front of other guests. Move the conversation somewhere quieter.
A recovered guest often becomes our strongest advocate.