Triage Guest Complaints With RATER

A complaint is a signal, not a category. RATER gives managers a fast way to read the signal before choosing the fix. The Five Promises Guests Notice Reliability is whether the operation does what it said it would do: the room is ready, the wake-up call happens, the bill is accurate. Responsiveness is whether the team moves fast enough and owns the next step. Assurance is whether the guest can feel competence and control. Empathy is whether the guest feels seen as a person rather than as a ticket. Tangibles are the visible and physical cues: cleanliness, uniforms, signage, fixtures,…

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