RAMADA BY WYNDHAM

“Ease4you”

Service recovery program

Levels of service recovery

Level 1-

Immediate Action - where immediate action is required to address the issue , it involves
acknowledging the problem quickly taking responsibility and offering a solution or
compensation at the spot .

Level 2 -

Prompt response - This level involves knowing the issue and providing a quick response and
assurance to the customer .

Level 3 -

Efficient resolution - At this level the focus is on efficiently resolving the customer’s issue.

Level 4 -

Effective recovery - At this level the emphasis is not only resolving the immediate issue but
also taking step to prevent such problems in the future.

Level 5 -

Exceeding the expectations - It is where the organisation goes above and beyond to exceed
the expectations by personalised solutions.
 Customer’s level

1. Satisfied customer - No issue or minimal concern, these type of customer are happy with
the service .
2. Dissatisfied customer - These are the customer’s who have experienced a problem but
haven’t expressed their dissatisfaction.
3. Expressed dissatisfaction - Costumers who have raised their concerns or complaints and
gave the business opportunity to improve .
4. Re satisfaction customer - Those customers whose issues are resolved leading to a
positive experience.
5. Loyal customers - Customers who are loyal to the business after the service recovery
program.

Issues -

1. Reservation and booking error - Mistakes with reservation and problems like over booking
or room allocation situations.
2. Noise and disruptions - problems noises and disturbance from other guests , event and
external factors that affect the over all experience.
3. Room related problems- issues with maintenance and cleanliness or facilities in guest
rooms.
4. Staff behaviour - rude improper or unprofessional behaviour from the hotel staff can
significantly impact guest satisfaction .
5. Service delays - long waiting times for check in and check out .

Who should deal at each level

1. Receptionist or Reservation agent will effectively deal with bookings .

2. Hotel management and staff will deal with noise disruption.
3. Cleanliness supervisors will with room cleanliness.
4. Manager will deal with staff behaviour.
5. Front desk will deal with check in check out services.

Expectation and compensation -

1. Coupon and vouchers for discount.
2. Will take immediate step to control noise and stop the future disruption .
3. Discount at the time of check out.
4. Complimentary spa or meal.
5. Offer some refreshments and try to provide service as soon as possible.