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 Event

Hotel Optimization Part 3 | Available On Demand

With 2020 behind us and widespread vaccine distribution on the horizon, the second half of the new year is looking up, but for Q1 (and most likely well into Q2) we’re very much still in the thick of what has undeniably been the lowest point of the pandemic. What can you be doing now to power through and set yourself up for a prosperous 2021 and beyond? Join us at Part 3 of Hotel Optimization – A Virtual Event, now available on demand, for expert panels focused on getting you back to profitability.


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