Guest ExperienceTemplate5 min read
Service Recovery Documentation Form
Capture the failure, recovery and prevention work in one consistent record.
PRIMARY ROLEFront Office Supervisor
USE WHENService Recovery
Operating standard
- 01
Record guest, room, date, time and preferred contact method.
- 02
Describe the issue using observable facts and the guest’s stated impact.
- 03
Record immediate action, compensation, authorizing employee and cost.
- 04
Assign any unresolved promise to a named employee and due time.
- 05
Identify the department and process that contributed to the failure.
- 06
Document guest follow-up and the corrective action taken to prevent recurrence.