Level 3 · Process · P22 · Reception & Guest Services
Complaint incident intake and service recovery
DraftHotel National ZermattExternal Party
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
Process model
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Related processes in Complaints & recovery (2)