Case Study
Designing complaint and SLA systems for a hospitality group
Hospitality groupTourism, Hotels and HospitalityDiagnose, Design, Document, Discipline
Case evidence
Challenge
Guest complaints, service recovery, and SLA ownership varied across locations.
Solution
Mapped guest journeys, defined recovery SOPs, built complaint categories, and created SLA dashboards.
Results
Leaders gained clearer service performance visibility and a more consistent recovery process.
What changed
Complaint taxonomy defined
SLA dashboard model created
Recovery SOPs deployed