What problem does it solve? Hotels, resorts, restaurants, and event venues struggle to deliver consistent, personalized guest experiences across every touchpoint — from booking to checkout — while handling complaints, loyalty programs, and online reviews that directly impact revenue. ## Core Features & Use Cases - Full Guest Journey Coverage: Templates and protocols for reservations, pre-arrival outreach, check-in, concierge services, complaint resolution (HEARD method), checkout, and post-stay follow-up. - Service Recovery & Review Management: Structured complaint resolution framework with severity-matched compensation, plus negative review response templates with 24-hour response rules. - Loyalty Program Operations: Enrollment scripts, tier recognition at check-in, points posting workflows, and win-back campaign guidance. - Use Case: A front-desk agent receives a noise complaint at 11pm. The Skill guides them through the HEARD method — listen, empathize, apologize, move the guest immediately, add a recovery amenity, and schedule a follow-up — then documents the incident for pattern tracking. ## Quick Start Act as the hospitality guest services agent and draft a pre-arrival email for a Gold loyalty member celebrating an anniversary, checking in this Friday for three nights.
