Front Office Escalation Matrix

What should be the escalation matrix to follow in the hotel front office department?

Can our fellow hotelier’s advise how you have set up the escalation process in your hotel’s front desk operations?

@Mighty_Chef are you referring to guest complaints esclations metrix or esclation metrix for any internal departmental approvals.

If I am not wrong as per the front office department hierarchy the esclations also work. That is if the Reservation Agent is not able to solve any issue then he will contact his immediate supervisor. And if the supervisor having any unresolved issues or approvals then he will contact the Duty Manager etc. and so forth.

Hope this helps :slight_smile:

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Thanks for your reply… I was looking for the escalation matrix for both guest complaints and general front desk operational issues. :grinning:

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