Feedback Escalation Procedure

Key Focus Areas:

1. Encouraging & Acknowledging Positive Feedback

• All team members must promptly recognize and appreciate positive guest feedback.
• Exceptional experiences should be logged in HotLync or shared with Q&GE for tracking and recognition.
• Encouraging guests to share their experiences online strengthens our reputation.

2. Clear Ownership of Guest Constructive Feedback

✅ In-Stay Feedback:

• Single-department issues should be handled directly by the responsible department.
• Multi-department concerns will be managed by the Rooms Leadership Team to ensure resolution before the guest departs.

✅ Post-Stay Feedback:

• The Quality & Guest Experience (Q&GE) team owns all post-stay guest feedback.
• Q&GE will collaborate with involved departments to investigate and ensure appropriate resolution.

3. Root Cause Analysis & Continuous Improvement

• All constructive feedback must be registered to ensure proper tracking and root cause analysis.
• Regularly review feedback trends to enhance the overall guest experience.
• Implement corrective action plans with relevant teams to drive service improvements.

Why This Matters

✅ Clear accountability – Ensuring every concern is addressed promptly.
 ✅ Ongoing improvement – Using feedback to refine and elevate our service and enhance guest satisfaction.

Next Steps:

Immediate Implementation: All teams shall align their practices with the new policy.
Policy & Flowchart: Attached for your reference