EFFORT PROGRAM

Goal: Each hotel is to have an effective program in place to insure follow-up on guest problems/complaints.

SCOPE:

A follow-up program (second effort will ensure guest satisfaction by overcoming problems prior to the departure of the guest. This program, if properly handled can also turn guest problems into opportunities and thus solidify guest loyalty to the property.

It is important that this goodwill be recovered and maintained through a formal complaint resolution process, and that the guest is shown that we do care through implementation of the Second Effort Program and Hotline Program.

It is important to note that no irritation mentioned or reported by a guest is too small. The program is applicable to special requests as well as complaints.

RESPONSIBILITY:

EVERY HOTEL MANAGER AND EMPLOYEE!!

PROCEDURE:

A card should be located in every guest room advising guests of the extension to dial if problems are incurred (some properties designate this extension as a hotline). A special phone must be designated for this and located in an area that is manned 24 hours. Guest calls on this line are to be given the highest priority.

All property associates must be educated in the second effort program and who to call directly if they encounter a guest with a problem.

The second effort coordinator (generally a FO Team / PBX operator) will complete the following action steps receiving a guest problem call:

1. Call the appropriate department to correct the problem.

2. Fill out the second effort log.

3. Follow-up with the department handling the problem if an automatic callback is not received.

4. Call the guest back to inquire if the problem was resolved. If the answer is no, the appropriate manager should be advised for special handling

5. Complete the second effort form and send the top copy to the front desk to be attached to the guest folio or registration card.

   
   

   At check-out, the cashier should acknowledge the problem the guest. Any negative comments regarding the situation should be noted by the cashier and passed on to the Rooms Director/Director of Operations or General Manager for follow-up correspondence.

   
   

   A copy of the second effort log should be routed to the Rooms Director/Director of Operations and Chief Engineer for review and correction of consistent problems/trends, etc. After check-out, the Second Effort Form should be removed from the registration card and stapled to the corresponding Second Effort Summary Log.

   
   

   All Second Effort's will be reviewed weekly at the general staff meeting. A list of guests with major or "unsolvable" problems will be given to the General Manager so he/she can send appropriate letters of apology.

   
   

   Second Effort Forms will be available from the Front Office.

   
   

SECOND EFFORT FORM

Date_______________________ Time____________________

Guest Name_________________________________Room# __________________

Address______________________________________Check-out_______________

Person Reporting______________________________________________________

Area Involved_________________________________________________________

Problem_______________________________________________________________

Solution________________________________________________________________

Reported To ___________________________________ Time___________________

Reported Back At (Time)________________________________________________

Guest Contacted Back at (Time)________________________________________

Satisfied?______________________________________________________________

IF NO – ALTERNATIVE_____________________________ ______________________

Guest Now Satisfied (Y/N, Comments)___________________________________

Distribution

White - Front Desk Canary - Resident Manager Pink - Department Involved

SECOND EFFORT SUMMARY LOG

Date I Room # I Guest Name I Request/Problem I Time I Situation Remedied I Time