Things go wrong from time to time: fact. What makes or breaks the hospitality experience is how you handle service recovery. In our next webinar we will be discussing the tools, strategies, and best practices that can completely turn around a negative experience and surpass your guests’ expectations.
“Last year, we had a couple staying with us who filled in the in-stay survey saying everything ok but wished they had one more chair or sunbed on their terrace– after 10 minutes, we provided it. The guests were astonished.” Antonello Assante, General Manager Hotel Corallo Sorrento.
“A study using ReviewPro data found that resolving guest requests and issues on site significantly affected satisfaction. Guests who used in-stay surveys to communicate a problem and had it resolved while still at the hotel reported a 12% higher level of satisfaction than guests who did not report the problem either during or after their stay. It goes to show that it is not simply what happens on property but the manner in which issues are dealt with that makes the difference” RJ Friedlander, CEO of ReviewPro.
We will be speaking to Hilda Beleskaite, representing Kempinski Hotels, to explain how they take service recovery to the next level. We will also be hearing from Antonello Assante, Hotel Corallo Sorrento, who assists each and every guest who has an issue while onsite at his property, which has had a very positive effect on ADR and revenue.
In this webinar we will cover:
-Six key steps to service recovery
-Automated tools for identifying issues on property and tracking resolution
-Strategies and processes for resolving complaints
-How Hotel Corallo Sorrento maintains as +95% Global Review Index™
-Kempinski Hotels: Advanced strategies in guest satisfaction management
-Hilda Beleskaite, Director of Operations Projects, Kempinski Hotels
-Antonello Assante, Hotel Manager, Hotel Corallo Sorrento
-Neil James, VP of Global Customer Success, ReviewPro
-Daniel Craig, Founder, Reknown (Host)
Mark your calendar:
One-hour webinar on Tuesday, October 29, 2019
09:00 Pacific Standard Time (PST)
12:00 Eastern Standard Time (EST)
16:00 British Standard Time (BST)
17:00 Central European Time (CET)
Note, Europe changes its time on Oct 27 and North America on Nov 3, so there will be one less hour of time difference during the week of the webinar.