Service recovery
Loyal guests are valuable
• It costs five times more to gain a new guest
• Loyal guests will complain
• Each highly satisfied guest will refer five new guests
• Loyal guests spend more at your property either during
their visit or by returning more often.
Service recovery 5,000
4
Value of a loyal guest
1.5
Spend per day 30,000
Nights per stay
Stays per year 300,000
Value of the guest (per year)
10 years of loyalty 1,500,000
Lifetime value of loyal guest
5 referrals
Research dome in 2011
TOTAL VALUE OF LOYAL GUEST
Service recovery
Beyond the financial, what impact does losing a guest
have?
Service recovery
• Listen
• Empathize
• Apologize
• React
• Notify
Service recovery
• Choose a skill practice scenario from the Service
Recovery sections in your Guest Interaction Guidebook
• Three rotations:
– one to play the team member
– one to play the guest
– one will be an observer
• Role play the chosen scenario
– Use your own words
– Look for body language as well as tone of voice
• Discuss what worked and what could be improved
I am the Anantara Ambassador!
What I discovered
Based on what you learned
today, what will you do
differently when you get back
to work?
Thank you.