Page 3 - Guest Relations Reputation Management

experience even in light of a less desirable stay experience that

may occur.

When handling a guest complaint, a great paradigm to follow is
LEASTF+1

• L = Listen

• E = Show Empathy

• A = Apologize
• S = Solve the Issue

• T = Thanks the guest for the feedback

• F = Follow-up to ensure the issue has been resolved
• +1 = Do something extra

Additionally, it is a best practice to solicit feedback at the conclusion

and even during ones stay to gain the pulse of the guest experience
in a variety of domains such as: LTR (likelihood to recommend), hotel

cleanliness/condition, breakfast and key amenity items such as HSIA

(high speed internet access) to note areas of success and those that
may need improvement so plans can be executed to ensure a

positive lasting impression of the hotel (as one’s perception is their

reality).

How Does It Impact Your Business?

• Ensuring a positive guest experience can have a lasting impact not

only externally such as your hotel’s online presence and

reputation, but also internally with team member morale and
drive. There will be times when guest expectations are not met

and when the right procedures, tools and training have been

implemented, these issues can be turned around. The guest