AAJA Orientation

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.