Processes and templates for collecting feedback, responding to reviews and improving online reputation.
Actionable templates, decision rules, escalation triggers, and a tracking framework to protect reputation, recover guests, and turn reviews into continuous improvement.
A practical, deployable toolkit with ready-to-use feedback capture examples, response scripts for common complaints, a recovery-offer cost/value framework, clear escalation rules, and a follow-up mapping plus KPIs to measure recovery success (return visits, review updates, and retention). Designed so teams can start capturing signals, resolving issues quickly, and turning unhappy guests into loyal customers.
Ready-to-use channel-specific reply scripts, in-person recovery language for servers and managers, an escalation/authorization matrix for comping and refunds, and a practical summary form to capture root cause and corrective action so complaints become learning and retention opportunities.