Service recovery is a thought out plan of all the possible

actions taken by a service provider in order to resolve the

problem that caused the service failure and return the
customer to a state of satisfaction
 Ways of handling guest Complaints:

1. Listen with concern and empathy.

Isolate the guest if possible, so that other guests won't

overhear.
Stay calm.Don't interrupt the guest.
Try to use the guest name frequently.
Concentrate on the problem, don't placing blame.
2. Take notes of Name & Room Number
4. Emphatize & Take Action
Tell the guest what can be the best done:
Offer choices.
Don't promise the impossible
Don't exceed your authority.
Set an approximate time for completion of corrective actions.
5. Monitor the progress of the corrective action.
6. Follow up.
Even if the complaint was resolved by someone else, contact the
guest to ensure that the problem was resolved satisfactorily.