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Graciousness · Sense of Luxury · Ethics
MOD overnight escalation
Situation: Serious guest issue after hours — noise, safety, major service fail
Forbes focus
Leadership presence and empowered recovery protect Five-Star outcomes.
Step sequence
Step 1 · Arrive calm
“I'm [Name], the manager on duty. Thank you for waiting — I'm here to resolve this with you now.”
Step 2 · LEARN
Listen fully → Empathize → Apologize specifically → Resolve with choices → Notify/log → Follow up.
Step 3 · Empowered fix
“I can move you to a quieter suite immediately and arrange [recovery]. Which option feels right?”
Step 4 · Follow up
“I'll check on you in 20 minutes to ensure everything is comfortable.”
Do say
- · I'm here to resolve this
- · Here are two options
- · I'll check on you
Don't say
- · Wait until morning
- · There's nothing I can do
- · Corporate has to approve
Related modules
Quarterly completion
Select your name under Staff & quarterly before marking this script complete.