Guest ExperienceSOP6 min read
Guest Satisfaction Alert Procedure
Respond quickly when a survey, message or review signals that a guest may need immediate recovery.
PRIMARY ROLEGuest Experience Manager
USE WHENLow Guest Satisfaction Signal
Operating standard
- 01
Review the alert, guest stay details and current in-house status without assuming the full story.
- 02
Assign a leader to make timely contact through the guest’s approved communication preference.
- 03
Listen, acknowledge impact and coordinate a recovery within the hotel’s authority framework.
- 04
Record the issue, action, cost, follow-up owner and root-cause department.
- 05
Review repeat alert themes in the daily stand-up and assign prevention work.