Level 2 · Capability · Reception & Guest Services
Complaints & recovery
Complaint/incident intake, service recovery and lost-and-found.
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Complaint resolution same day | >= 80% | weekly |
| Lost-and-found return rate | >= 60% | monthly |
Systems
No systems mapped.
People & roles
- Front Office Manager — Reception shift lead
- Receptionist — Check-in/out
Level 3 · Processes (2)