By the numbers

AVAILABILITY

Always on call

When guests are looking for help, they are able to find a staff member immediately 93 percent of the time.

Virtual Roundtable

Post COVID-19: The New Guest Experience

Join Hotel Management’s Elaine Simon for our latest roundtable—Post COVID-19: The New Guest Experience. The experts on the panel will share how to inspire guest confidence that hotels are safe and clean and how to win back guest business.

APOLOGIES

Quick to solve, slow to empathize

Once a guest is able to reach someone to help solve an issue, they only receive an apology 74 percent of the time.

URGENCY

Quick and positive

In 85 percent of cases, a complaint fielded by staff members was treated positively and with urgency.

FOLLOW THROUGH

Determining satisfaction

Only 68 percent of the time is a request or complaint completed in the agreed or expected time frame.

Source: Coyle Hospitality’s

“The New Service Recovery Paradox” whitepaper

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