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Guest problem-solving scripts
Goal: do not panic when a guest has a problem.
Use this four-step pattern:
- Apologize: I am sorry about that.
- Ask: What room are you in? / When did it start?
- Offer: I can call maintenance. / I can make a new key card.
- Check: Is that okay?
Problem -> first action
- The room is noisy.
- The key card does not work.
- There is no hot water.
- The booking is wrong.
- The room is dirty.
- The Wi-Fi is slow.
- The guest lost luggage.
- The guest wants late check-out.
Complete the service recovery pattern
I am
about that. Let me
. What room are you
? I can
maintenance. Is that
?
sorry
check
in
call
okay
offer