Guest ExperienceChecklist5 min read
Service Recovery Follow-Up Checklist
Close the loop after a recovery so the guest, next shift and hotel leadership know what happened next.
PRIMARY ROLEFront Office Manager
USE WHENPost-Recovery Follow-Up
Operating standard
- 01
Confirm every promise made to the guest has been delivered or has a named owner and due time.
- 02
Contact the guest at the agreed moment to confirm the resolution meets the stated need.
- 03
Update the guest profile or service record with factual notes and no unnecessary personal detail.
- 04
Review whether compensation, vendor support or leadership notification needs additional approval.
- 05
Identify the operating breakdown and assign one prevention action before closing the case.