Service Recovery Framework (LEARN)
Listen, Empathize, Apologize, Resolve, Notify — with closure follow-up.
Forbes inspectors deliberately test problem resolution. Use LEARN:
1. **Listen** — Full attention; do not interrupt; capture facts.
2. **Empathize** — "I can see how frustrating that must be after a long flight."
3. **Apologize** — Sincere, no excuses. Own it even if another department caused it.
4. **Resolve** — Fix + appropriate gesture; offer choices when possible.
5. **Notify / Note** — Log preferences and failure so it cannot recur; follow up to close the loop.
Example: "I'm truly sorry the room wasn't ready at 3 p.m. I've upgraded you to a suite available now, arranged a light lunch on us, and confirmed late checkout tomorrow. I'll personally check in with you this evening — does that feel right?"
Never: blame another department within guest earshot; make the guest repeat the story three times; disappear without follow-up.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.