AV-IT-3.1.2

Escalation, the Fault Report and the Guest Conversation

AV-IT-3 · Troubleshooting, Boundaries and Security · AV-IT-3.1 Troubleshooting Within Your Boundaries

How to escalate properly: the five-element fault report (what, where, when, what changed, what you tried), when to go to the captain rather than the ETO, and how to manage guest frustration honestly without bluffing or over-promising.