Service Recovery Email

-
Dear Mrs. Rebekah Trauman,

Thank you for you feedback regarding your stay in our hotel. I sincerely apologize for the inconvenience that you experienced while staying with us.

We always strive to provide the best service to our guests and we regret that you had a less than satisfactory experience. We have reached out to the relevant departments involved and we will take the necessary actions to ensure this does not happen again. With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days.

I want to thank you again for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.

Should you need any help in the future, please do not hesitate to contact us again, as i will be very happy to assist you with anything that you need.


Sincerely,

MSS Hotel

Comments

  1. Hannah6 March 2019 at 01:04

    Hi Tricia and Afifah, good effort on the service recovery email. The following are some of the feedback we have to your response:

    Strengths:
    - ‘Reaction’ and ‘Apology’ component is included
    - It is short and sweet
    - Good command of language and grammar.

    Weaknesses:
    - The ‘Empathy’, ‘Communication’ and ‘Training’ component are missing under REACT.
    - Tone of email is cold and lacks a warm and personal tone, lacks a connection with the guest, reply sounds like it’s taken from a template, thus it sounds patronising and insincere.
    - Ended off the email with no personal name, only the name of hotel
    - Name - Mrs Traumann is spelled wrongly

    Overall comments: It is a commendable effort but more content could be included in the email. More effort could be made for the tone to sound more sincere. The length could also be longer since the guest made the effort to type out a long feedback that is very comprehensive and detailed.

    Regards,
    Hannah & Delvine

    ReplyDelete
  2. Brad Blackstone17 March 2019 at 23:18

    Tricia and Afifa,

    Thank you for your effort here. I feel that Hannah and Delvine are spot on in terms of their feedback.

    Cheers,

    Brad

    ReplyDelete

Post a Comment

Popular posts from this blog

Formal Self Introduction Email

-
To: Brad Blackstone From: Tricia Tan Date: 21 January 2019 Subject: Self Introduction Dear Brad,   I am Tricia Tan, currently studying in Singapore Institute of Technology (SIT) undertaking a degree in Hospitality Business. Prior to this, I was studying at Serangoon Junior College.   I had my first work experience in the hotel industry when I did my industrial attachment with SIT. I had my internship at Shangri-la Hotel as a front office trainee. As I had no relevant experience, working in the front operation was tough at the start. I made many mistakes along the way. Thankfully, my colleagues were there for me and assisted when I needed help. I grew a lot in person as I took every mistake as a learning curve.   Overall, this work experience has opened up my horizon with regards to the hotel industry in terms of how the hotel operates. Furthermore, it made me realised the importance of clear and effective communication between guest as well as various departments.    Given that commun
Read more

Interpersonal Communication Problem

-
An interpersonal communication problem that I had experienced was during my internship at my workplace. This issue involved my colleague and the guests. As a Guest Service Officer, my main responsibilities were mainly checking ins and outs and assisting with guests request.  One day, I assisted with a tour group check in. The tour guide requested for a wake up call for his group at 5.45am as they have an early flight to catch two days later.  However, I heard wrongly and thought the wake up call was meant for tomorrow. Hence, I proceeded with the necessary arrangement. As i was in a hurry for a dinner appointment, I passed the message to my colleague and requested for her help to make the arrangement for the wake up call.  When I return to work the next day, my colleague was furious at me as she had received a few complaints from the guests. She explained that the guests were unhappy as the wake up call was not meant for that day. I felt so guilty that day as it wa
Read more

Welcome!

-
I am Tricia Tan, a student of Singapore Institute of Technology. I am currently undertaking a degree in Hospitality Business. The usage of this blog is for the intention of my Career & Professional Development Module.  Please feel free to browse through my blog and I look forward to hearing from all of you. Thank You! Regards, Tricia 
Read more