Keys to Making Apologies

Every time there is a delay in the delivery of service, housekeeping staff must apologize.

In making apologies, the staff must be sincere but should not take a long time to do so. Apologize for the lack of item or service and for the inconvenience it might have caused the guest.

Keys to making apologies

Where there has been a delay you must apologize for this. You must be sincere in your apology but also brief. You must make sure you apologize not only for the lack of service or item that wasn't delivered but you must include an apology for any inconvenience that has been caused.

The apology should never:

• • Blame anyone else

  • Discredit the establishment

  • Commit the establishment to making some form of recompense or compensation