Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Customer Service Recovery for Hotels - Service Quality Institute - Blog

Customer Service Recovery for Hotels

watch "Customer Service Recovery for Hotels" on YouTube 


Hi. I'm John Tschohl.

I'd like to talk about customer service recovery for hotels, so you can keep customers, avoid them going on to TripAdvisor and putting negative comments in, and create what I call an incredible word of mouth experience. In your hotel, regardless of how committed you are to incredible customer service, bad things happen. Sometimes the room is not ready as promised. Sometimes the food delivery was late. Sometimes there's something wrong with the room. Maybe the reservation got lost. There's hundreds and hundreds of things that can go wrong. I'm going to give you four tips that you can use in your service recovery strategy at your hotel to take a customer from hell to heaven in sixty seconds or less, because when you make a mistake, when your hotel makes a mistake, to lie, to run for cover, which is what most employees do, doesn't work.

Number one, we gotta act quickly. Act quickly means everything I'm talking about has to happen in 60 seconds by the employee that interfaces with the customer. That means you don't have the time to go up the chain of command, to send it to some other manager, some other department head. It has to happen by that employee.

Number two. You gotta take responsibility. This rarely happens. It's all you want the employee to do is say, "Obviously, ma'am. We've really screwed up and it's our fault." "Sir I am so sorry the reservation didn't work as scheduled. Obviously we made a mistake." No. Nobody ever heard an employee ever say, "We screwed up and it's our fault." So you may have to take out more insurance to protect yourself when people die right on the spot because they've never heard anybody say, "Hey. We made a mistake."

The third thing that you gotta do in customer service recovery for hotels is you gotta be empowered. That means that every single person has to be able to make a decision, spend your money on the spot to take care of the customer to the customer's satisfaction.

Then the fourth thing is we gotta compensate. That means you've gotta give things away that have high value, low cost. "Sir, I am so sorry that breakfast took another thirty minutes longer than it should have. I am waving your meal." "Sir I'm sorry that you had a problem with room service yesterday. Let me send a gift packet to your room for some wine and some fruit that you could enjoy while you're here." "I am so sorry that we had a problem with your reservation, sir. Would it be okay if I upgraded you to a suite tonight?" All of these things have high value, low cost. In a hotel there are probably twenty, thirty, fifty things that have tremendous value, low cost that your employees can give away when your company, your hotel, or they make a mistake.

The problem is, we tend to lie. We tend to run for cover. We don't ever say it. We don't want to spend any money. We're talking about how do you take a guy that's really upset, he's mad, and flip it,so in sixty seconds he believes he is dealing with the greatest hotel he has ever stayed at in his entire life. Thank you

or learn more about what we do on my website


Publish Date: May 10, 2016 5:00 AM

2020 Buyers Guide Recording

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

View more from Service Quality Institute

Recent Blog Posts:
Why it’s Almost Impossible to Implement a Service Culture PlanNovember 12, 2018 5:00 AM
Are You Guessing on Your Quality of Customer Service?May 31, 2018 5:00 AM
Service Recovery and Handling Irate CustomersMay 7, 2018 5:00 AM
What does it take to be a Customer Service Leader?January 10, 2018 5:00 AM
Customer Service in 2018!December 14, 2017 5:00 AM
8 Principles of Great Service to Create a Service CultureNovember 13, 2017 5:00 AM
7 Key Steps Critical to Being a Service LeaderOctober 17, 2017 5:00 AM
If You Can’t Say Something Nice About Customer Service…COMPLAIN!August 17, 2017 5:00 AM
Customer Service Hell ls Spelled...IVR!November 21, 2016 5:00 AM
Customer Service Recovery for HotelsMay 10, 2016 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =