management recently introduced new pet - friendly policies for several of the guestrooms at your property…

management recently introduced new pet - friendly policies for several of the guestrooms at your property. michelle, a frequent guest, has severe allergies and has called the front desk to complain about pet hair in her room. which of the following responses is the best example of going above and beyond by using guest recovery principles to provide outstanding service in this situation?\na. ask a member of security to confirm the presence of pet hair in the room.\nb. ask a member of housekeeping to clean the room.\nc. inform the guest that the property has adopted new pet - friendly policies.\nd. personally apologize for the inconvenience and relocate the guest to another room quickly.

management recently introduced new pet - friendly policies for several of the guestrooms at your property. michelle, a frequent guest, has severe allergies and has called the front desk to complain about pet hair in her room. which of the following responses is the best example of going above and beyond by using guest recovery principles to provide outstanding service in this situation?\na. ask a member of security to confirm the presence of pet hair in the room.\nb. ask a member of housekeeping to clean the room.\nc. inform the guest that the property has adopted new pet - friendly policies.\nd. personally apologize for the inconvenience and relocate the guest to another room quickly.

Answer

Brief Explanations:

Guest recovery aims to resolve issues and exceed expectations. Option A only verifies the problem, B just cleans which is basic, C may seem like an excuse. Option D shows empathy through personal apology and solves the problem promptly by relocating, going above - and - beyond.

Answer:

D. Personally apologize for the inconvenience and relocate the guest to another room quickly.