Service Recovery Quiz

If the disservice is not your fault, you do not need to apologize.

• True

• False

When handling the guest complaint, it is important that we make excuses why the problem happened.

• True

• False

When issues are resolved swiftly, guest satisfaction increases.

• True

• False

When delivering a solution, you should first consider if you can repair the problem.

• True

• False

If you do not know the answer to a problem admit you do not know and find out.

• True

• False

The solution found to the guest’s problem has to be the best solution for the hotel.

• True

• False

In order to solve a problem quickly, I can make decisions even when I am not authorized to do so.

• True

• False

Service Recovery is completed with the follow-up when you make sure that your guest is fully satisfied with the solution and your problem handling.

• True

• False

What percentage of guests will return if a solution was found in less than 1 hour?

• 70%

• 95%

You should aim for quick, on the spot resolution whenever possible.

• True

• False