Guest ExperienceSOP5 min read
Guest Complaint Escalation Matrix
Define who owns a complaint, what can be offered and when leadership must respond.
PRIMARY ROLEAll Guest-Facing Roles
USE WHENGuest Complaint
Operating standard
- 01
Listen without interruption, acknowledge the impact and confirm the desired outcome.
- 02
Resolve routine service failures within the employee’s approved authority level.
- 03
Escalate safety, discrimination, harassment, privacy, injury, police or media matters immediately.
- 04
Notify a manager when compensation exceeds authority or the guest rejects the first resolution.
- 05
Record facts, promises, compensation, follow-up owner and deadline in the approved system.
- 06
Contact the guest after resolution and review repeat failures for corrective action.