Ich würde meine vertraulichen Dokumente nicht einfach ungesichert ins Netz hochladen, aber das ist nur meine bescheidene Meinung. Wir haben also einige Dinge von IHG gelernt:

Eine Beschwerde wird mit 150 USD dem Hotel verrechnet: IHG Complaint = 150 USD (CONFIDENTIAL)

Ein Best Price Fall kostet dem Hotel 75 USD: IHG Best Price Guarantee Fall = 75 USD (CONFIDENTIAL)

Und das Holiday Inn Express Frühstück wird mit 3 USD kalkuliert: HI Express Breakfast = 3 USD (CONFIDENTIAL)

Aber auch im Hilton Garden Inn Manual gibt es interessante Passagen. Wie verhindert man ein negatives Image:

“Avoiding Negative Guest Image

The property must maintain a written service recovery policy to assure any guest’s negative image of the property is overcome when there is a valid, serious complaint.

Every Gold and Diamond member who invokes the Diamond guarantee and / or expresses a complaint about the property must receive the following recognition:

If the Gold or Diamond member is checking out or has checked out, a personalized apology card from the general manager must be mailed to the guest’s address within 48 hours of checkout. In addition, Hilton HHonors® Diamond members must receive a personal phone call from the general manager or assistant general manager as an additional touch for apology and service recovery. The call must be placed within 48 hours of checkout.

OR

If the Gold or Diamond member is a stay-over, the general manager must deliver a personalized apology card along with one of the recommended apology amenity items to the member’s room. In addition, Hilton HHonors® Diamond members must receive a personal phone call to their room from the general manager or assistant general manager as an additional touch for apology and service recovery. The call must be placed prior to the guest checking out.

The property must have at least five apology amenity products in addition to apology cards available for use by all guest service representatives as needed to reinforce service commitment to guests, over and above guarantee.

One apology amenity from the service recovery toolbox must be provided to Gold and Diamond members.

All written complaints received at the property from any source must be acknowledged in writing within two business days of receipt.

Guest complaint calls referred to the property by Hilton Reservations & Customer Care or Hilton HHonors® must be acknowledged within two business days of receipt at the property.

The property must have procedures in place to assure that in-house guest complaints are taken 24 hours per day and responded to while the guest is still in-house whenever possible.”

Der Link zum Hilton Garden Inn Manual: Hilton Garden Inn Standards

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