Service Recovery Letter

Dear Mrs. Goldstein,

First of all, I would like to thank you for sharing with us your feedback. Please allow me to introduce myself. My name is Ho Pei Qi, a guest service agent at Marina Bay Sands Singapore. On behalf of the hotel, I would like to express our deepest regret for your unsatisfactory stay with us.

At Marina Bae Waters, we strive to provide our guests with the most memorable stay possible. Hence, every feedback is crucial for our continuous improvement. The issues that you have brought up were passed along to the relevant departments and after conducting a comprehensive investigation, please allow me to explain some of the issues you have faced.

With regards to the malfunctioning room key, the hotel is currently in the process of upgrading our old key locks. The upgrade has caused technical faults on many of our key locks. However, upon completion of all upgrades by the 19th March 2018, we assure you such issues will not reoccur again.

As for the poor attitude shown by our staff, we have looked into this issue at the front office department. The staff involved was a new trainee who had just started his first week of work. Therefore, he was unsure of the Online Travel Agents' procudures. In order to prevent such incidents from happening again, I have personally brought up this issue with the front office training department. As a gesture of goodwill, we would like to offer you a complimentary meal for you and your family in our one Michelin-starred restaurant, Cut by Wolfgang Puck, for you and your family on your next visit.

Once again, I sincerely apologise for the unpleasant experiences you faced during your stay with us. Please rest assure that such incidents will not happen again on your subsequent stays. We look forward to welcoming you back to Marina Bae Waters Singapore.

Warm Regards,
Ho Pei Qi
Guest Service Agent
Marina Bae Waters


Comments

  1. Brad BlackstoneFebruary 19, 2018 at 10:35 PM

    Thanks, Pei Qi, for posting this mock service recovery letter. We'll discuss it in class.

    ReplyDelete
  2. UnknownFebruary 27, 2018 at 11:21 PM

    All eight pointers, checked! (Swek) Well done Miss. Ho. Splendid job! I lurveeee how concise the explanations are. Marriott Tangs will be proud to have you!

    ReplyDelete

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