Procedure and Guideline for Converting Dissatisfied Guests to Satisfied Guests

1. Initial Approach:
   • Approach the conversation with empathy and understanding, emphasizing your role in ensuring guest satisfaction. Make it clear from the outset that your primary concern is their experience, not just addressing the negative review.
2. Listening and Empathy:
   • Allow the guest to fully express their concerns without interruption. Show genuine interest and empathy by using phrases like "I understand," "It's unacceptable, and I agree," and “This is not our standard practice.”
   • Convey that their feedback is valuable and that you are there to support and assist them, reinforcing the idea that they are being heard.
3. Assure Direct Communication with Management:
   • Reinforce that their feedback will be escalated to the highest levels of management, who are equally committed to guest satisfaction and take any reported issues seriously. This demonstrates the company's dedication to accountability and continuous improvement.
4. Acknowledge and Apologize Appropriately:
   • While apologizing for any inconvenience they've experienced, focus on acknowledging their feelings and experiences rather than repeatedly saying sorry. Use empathetic language to show understanding and commitment to resolving the issue.
5. Offer Solutions and Improvements:
   • Discuss potential solutions or actions that can be taken to rectify their experience. Avoid jumping to compensation or discounts immediately; instead, focus on practical steps that address their specific concerns.
   • If appropriate, offer incentives like discounts or upgrades for future stays as a gesture of goodwill, after you have fully addressed their concerns.
6. Confirm Understanding and Satisfaction:
   • Summarize the key points discussed to confirm your understanding of their concerns. Ask if they feel their issues have been adequately addressed and if there's anything more you can do to assist them.
7. Follow-Up and Feedback Loop:
   • Ensure there's a follow-up plan in place. Let the guest know how and when they can expect updates or resolutions to their concerns.
   • Encourage them to share future feedback directly, establishing a direct line of communication for any further assistance.
8. Closing the Conversation:
   • End the conversation by thanking them for bringing their concerns to your attention and reiterating your commitment to their satisfaction.
   • Without directly asking for the removal of the review, express hope that their next experience with your company will reflect the high standards you strive for.
9. Documentation and Escalation:
   • Document the conversation in detail in your CRM system, including the guest's concerns, the proposed solutions, and any follow-up actions planned.
   • Escalate the feedback to management and relevant departments to ensure systemic issues are addressed and prevented in the future.
10. Training and Awareness:
    • Use these interactions as learning opportunities to improve service quality. Share insights and feedback with the team to foster a culture of continuous improvement and guest-centric service.
11. By following these guidelines, employees can effectively transform a dissatisfied guest's experience into a positive one, reinforcing the brand's reputation for exceptional customer care and responsiveness.