Conquering Complaints – Part Two

With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry.

As we explored in Part One of this series, the first step in Conquering Complaints is to understand their root causes. Last month we explored what I call the "Carrot Model" as a way of analyzing the root causes of guest complaints.