Front Desk - Service Recovery - The HEART Model

Front Desk - Service Recovery - The HEART Model

52 Responses | Created by ciaranmckenna |

The purpose of this task is to learn how to successfully convert dissatisfied guests into loyal ones by building rapport and creating an emotional connection to the staff & property.

  1. 1

    What is Service Recovery?

  2. 2

    Correctly identify the 5 key stages of the HEART Model

  3. 3

    If you have been allowed the opportunity to correct the guests problem before departure - you have successfully?

  4. 4

    "Genuine Sincerity, Tone and inflection" are important in Which of the HEART Model objectives?

  5. 5

    What are the key elements of "Hear the Guest Out"?

  6. 6

    To Resolve with a Hilton Moment you must?

  7. 7

    The Empathize action is achieved by...

  8. 8

    By successfully using the principles of the HEART Model during any service recovery, which of the following SALT Attributes should improve?

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