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Proper Use of Service Recovery Log.

James O’Neal,
Hampton Inn & Suites Seattle-Downtown, WA

One item that we are doing right now is driving on the proper use of tools (i.e. the service recovery log).

Since the front desk drives this we push them to make the entries on any service failures, down to the room key not working. The service recovery log is printed daily and given to every manager to track trends and address issues from the night before. The General Manager reviews the log and comments on every entry. Stating whether it was great and provided enough information or whether it was insufficient and did not.

This has created a clear expectation of all desk associates. In addition the commented log is given to each desk associate for review. This has promoted dialogue and encouragement to do well. This also allows us the opportunity to do proper follow up with the guest, while they are still in house, to ensure that we have addressed there issues to their satisfaction. Our SALT scores have increased. Our SALT accountability has improved. Our service culture has improved.

Posted on Jan 5, 2010

Topic(s): Recent Recognition Ideas, SALT Boosting Ideas

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