We want every guest to leave wanting to recommend The Clermont, so when a guest is unhappy, we are too. But we understand that every now and then things can go wrong. So, here’s our guide on what to do, when to do it and how.
We listen, we think and we act – guided by our five core principles. We act with urgency and ownership to resolve any guest issue, using CHARM where appropriate.
C – Consider the guest
H – Help
A – Act Fairly
R – Respond to the Guest
M – Make it Better
- The team are empowered to act decisively to resolve complaints
- Understand the complaint and the outcome that the guest is seeking
- Procedures are written with the customer as our number one priority
- Treat the guest as you would wish to be treated
- The management team develops a culture that values complaints
- Listen to the guest, sensitively
- Deal with complaints promptly
- Respond with empathy and understanding
- Treat the guest impartially and without discrimination
- Investigate the complaint thoroughly to establish the facts and accept ownership for the complaint
- Ensure your decision is proportionate, appropriate and fair
- Act fairly towards your colleagues who may be the one who the complaint is about
- Acknowledge mistakes and apologise
- Keep to your promises and be timely in your response
- Provide prompt, appropriate remedies
- Using all the feedback and the lessons learned from complaints to improve service delivery moving forward
- Have systems in place to record complaints so we learn from our mistakes to improve the guest experience