A common model used for achieving win-win outcomes to guest complaints is the L.A.T.E. model. It is a four-step process for handling any challenging situation, whether it is with a guest or a coworker. The acronym stands for:
L - Listen
A - Apologize
T - Take Action
E - Ensure Satisfaction
Guest Recovery—resolving complaints to the guest’s satisfaction. Making sure a guest service problem is resolved in a way that the guest walks away happy is imperative (very important) when it comes to repeat business (a guest coming back).
Read the following scenario,
You work at the front desk of a Boutique Hotel (A Privately Owned, more Personalized Hotel). Recently the hotel became pet-friendly in response to guest requests. A guest who recently checked into their room, comes to the front desk and complains about pet hair and odors (smells) in their room. In addition, they can hear a barking dog in the room next to them. They were planning on a quiet, weekend getaway, they are paying $200 per night for their room, and they are not happy.
Write down how you would apply the L.A.T.E. model for guest recovery, if you were the employee handling the situation:
Listen:
What are the facts?
How does the guest feel?
Are other guests being affected?
Apologize:
How would you acknowledge the upset guest’s feelings? What would you say to the guest?
Take Action:
How would you solve this problem, what would you do?
Will the upset guest be satisfied with your solution?
Would you offer any compensation (something given to a guest for a loss of service, or being inconvenienced)?
Ensure Satisfaction:
How would you follow up with the upset guest, to make sure they are now happy?