Consultation
Service Recovery Planning
Practical playbooks for handling complaints, compensation, and follow-up that protect guest trust.
Who it is for
Guest relations, F&B managers, and operations leads
What you leave with
Clear recovery steps, authority levels, and sample guest language
Included
- Review of recent complaint cases
- Authority matrix for comps and gestures
- Templates for apology notes and follow-up
- Supervisor briefing guide
Outside this scope
- Legal advice on liability
- Insurance claim handling
How we work
- Case review workshop
- Draft playbook
- Tabletop practice with managers
- Final document handoff
Preparation
Provide anonymized complaint logs from the last quarter.
Constraints
Playbooks assume local Thai hospitality norms and your brand voice.