Reputation Management: These are the processes that correctly manage all kinds of negative notifications from guests, both in-house and post-departure processes, and prevent damage to the brand's reputation.
Cost Based Complaint Management: Sometimes we offer a lot to satisfy a guest with a complaint and not lose a guest. However, at the end of the day, we do not keep information such as a budget for these treats spent, or whether we spent but the guest was satisfied or not, in our records. At this point, it is necessary not only to run the complaint management processes, but also to make a correct Compensation Management.
