About this course:
A steak comes out wrong. A ticket runs long. A drink never arrives.
That is not the problem. The problem is what happens next.
Preston Lee calls this guest recovery, and in The Hospitality Handbook he
names its opposite too. When a guest brings you a problem and walks away
feeling like they are the problem, that is not recovery. Lee calls it
guest impairment.
This course is about that window. Reading it, owning it, and knowing what
you are actually allowed to do about it before you go looking for a manager.
*Draws on The Hospitality Handbook by Preston Lee*
Course Content
The Eighty Percent
You don't currently have access to this content
Whose Problem Is It?
You don't currently have access to this content
The Performance of Care
You don't currently have access to this content
Not the Mistake, the Miss
You don't currently have access to this content
Give Them Something to Give Back
You don't currently have access to this content
Guest Recovery Check
You don't currently have access to this content