Insights With Trent Munday

Hospitality businesses love to focus on their Service Recovery. If you have a bad check-in experience at the hotel, they might offer you a complimentary dinner in the restaurant by way of an apology. If you had a bad meal experience in the restaurant, you may be given a free spa treatment. But of course, that hasn't actually fixed the problem. Too often, hotels especially, put so much emphasis on the Service Recovery program that their people lose sight of what really matters to their guests... Just Fix My Problem! #servicerecovery #hospitalityindustry #customerservice