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Tourism & Hospitality vocabulary · Guest Relations & Complaints

Service recovery

Meaning in tourism & hospitality, with examples

nounAdvanced term

In tourism & hospitality, service recovery means: The actions a business takes to correct a service problem, reduce dissatisfaction, and rebuild the guest's trust.

In Turkish: hizmet telafisi

How it is used

Often used in hotels, airlines, and restaurants when staff respond to complaints with apologies, solutions, compensation, or follow-up communication.

Example sentences

  1. The manager used service recovery after the noisy room complaint by moving the guest and sending a complimentary fruit plate.

    Here, the term covers practical steps taken after a failure to repair the experience and improve the guest's impression.

  2. Our training session focused on service recovery techniques for delayed check-in and housekeeping mistakes during peak weekends.

    In this example, the term means a planned professional approach for handling problems after service does not meet expectations.

Common collocations

  • service recovery plan
  • service recovery training
  • effective service recovery
  • service recovery strategy
  • complaintA statement from a guest that something is wrong or not good enough, such as noise, a dirty room or slow service.
  • inconvenienceTrouble, difficulty or discomfort caused to a guest; the word is often used when staff apologize for a problem.

More terms: Guest Relations & Complaints

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