INT-MGMT-4.2.1

Complaint Handling and Service Recovery at Management Level

INT-MGMT-4 · Guest Experience Management and Risk · INT-MGMT-4.2 Risk, Confidentiality and the Safety Management System

A structured recovery sequence for guest complaints at HOD level: listen, acknowledge, act fast, escalate to the captain, follow up and record, while fixing the system-level root cause and leaving compensation decisions to the captain and management.

Independent study. xplor is not an IAMI- or PYA-accredited GUEST training provider. This course covers the ground assessed in GUEST Unit 36; it awards no GUEST unit, certificate or Certificate of Competency and does not count toward one.