Guest ExperienceTemplate5 min read
Amenity Recovery Guide
Match recovery gestures to the failure, the guest and approved hotel authority.
PRIMARY ROLEFront Office Supervisor
USE WHENService Recovery
Operating standard
- 01
Amenity Recovery Guide: Confirm the scope, desired outcome and guest experience owner for this service recovery work.
- 02
Verify the current facts with the appropriate hotel systems, logs, guest records or physical inspection.
- 03
Complete the actions within Front Office Supervisor authority and escalate any safety, guest, revenue or policy exception promptly.
- 04
Coordinate required handoffs with the affected department so the action is visible beyond one shift.
- 05
Save the completed record in the hotel’s approved location and share it with the next owner.