When the COVID-19 pandemic hit the United States, travel industries were among the first businesses to take the brunt of the global crisis—and no segment was spared.
Mistakes will happen, so proper service recovery is essential, but it takes planning, training and trust in your team.
Last year alone, the hotel representation company promptly answered support tickets from its global portfolio of independent hotel customers and travel agency partners within an average of 2 hours and a median full resolve time of just 17.5 hours.
Today, customer satisfaction is being driven by the return to craft – boutique, local, and real. How long will it be before another trend creeps in?
Attending to guests in a timely and professional manor is integral to deliver good customer service, however, the reality may not be so simple. Here are the areas to manage to avoid service failure.