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Proactive Service Recovery: The Revenue Strategy You Can't Ignore

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January 12, 2020

Free eBook: Proactive Service Recovery, the Revenue Strategy You Can’t Ignore

Eric Stoessel

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In the age of experience, service is more important than ever. In hospitality, operators work around the clock to maintain and improve the service they provide to keep guests satisfied, and hopefully, loyal.

But a recent consumer research study found that only 25% of guests report all issues that impact their experience, meaning three out of four guests do not. How can hoteliers fix what they don’t know is broken?

The same consumer survey also showed the bottom-line value that exceptional service can bring:

  • 86% of consumers say they’re willing to pay more for superior service over nearby hotels with similar amenities
  • More than 50% of consumers say online reviews “greatly” impact booking decisions
  • 42% of our respondents would return to a hotel if they were able to turn a poor experience into a positive one by solving the problem immediately

Source: 2019 Zingle Guest Service Report

With hotel industry fundamentals slowing and signs now pointing to the end of the record-breaking growth of the past decade, hoteliers can’t afford to sit back and wait for guests to reach out to them and risk service problems turning into bad reviews that hurt business.

Rather, they must become more proactive and develop a proactive service recovery strategy to quickly identify, respond to and resolve those issues while guests are still on property. By opening the lines of communication and having meaningful conversations with guests throughout their entire stay, you can better anticipate guest needs and resolve issues before they lead to negative reviews and bigger problems that affect future guests.

Download this free eBook and learn how to implement a proactive service recovery strategy that drives bottom-line business results:



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