Title: From Service Failure to Service Hero
Description: Guest satisfaction is critical to every successful hotel. When we fail to meet the expectations of our guests, the steps we take to resolve the issue and regain their approval leaves a lasting memory. How do you ensure your staff is prepared? The most important step is having employees that are well-trained and able to spot and correct service failures. This webinar will provide proven practices to address different situations and identify opportunities to build and maintain guest loyalty.
Presenter: Susan Pannozzo, Founder & Host, Hospitality Academy