Guest Service Recovery Educational Session

Guest Service Recovery: Handling Problems and Complaints with Grace and Ease.

It's always nice to hear positive comments about your business, but negative reviews and harsh criticism can leave a lasting impact, and keep potential customers from choosing your hotel, restaurant or attraction as the latest addition to their itinerary. 

No longer simply a word-of-mouth concern, modern-day America provides an easy opportunity to complain about an encounter using social media platforms and travel review websites including Trip Advisor and Yelp. Erica Kaehly of Guest Service Solutions will explain how to properly handle these unfortunate occurrences and respond in a way that could remedy the situation, possibly turning it into a beneficial learning experience.

· Learn a quick model to guide your team to a seamless recovery.

· Hone your empathic skills to create resolutions that WOW.

· Separate the practical and emotional aspects of complaints, empowering your team to deliver WORLD-CLASS recovery.

· Exude professionalism and confidence in difficult situations.

Tell us what’s important to you. What do you want to learn?  https://forms.gle/Rf4W8rRQMWrcT2rS8