Which term describes the process of turning a dissatisfied guest into a satisfied one?

The process of turning a dissatisfied guest into a satisfied one is known as service recovery. This term encompasses the strategies and actions taken by an organization to address a guest's complaints or negative experiences effectively. Service recovery is crucial in the hospitality and service industries, as it not only resolves the issue at hand but also has the potential to restore trust and loyalty from the guest.

When service recovery is executed well, it can even lead to a more positive relationship between the guest and the establishment than if the issue had never occurred. Successful service recovery might include acknowledging the guest's concerns, providing an apology, offering a solution, and ensuring that the guest feels heard and valued.

While guest retention, guest engagement, and service delegation are important concepts within guest services management, they do not specifically refer to the targeted efforts made to rectify a situation for dissatisfied guests. Guest retention focuses on ensuring that customers continue to return, guest engagement emphasizes fostering a strong relationship with customers throughout their experience, and service delegation involves assigning responsibilities within a team rather than addressing guest dissatisfaction directly.