Dear Mr Bennert,
I am M Charmaine Malini, the General Manager of Watermelon Sands Hotel Singapore. Thank you for taking the time to review our property, and I truly apologise for the incident that you had experienced during your stay here with us.
The Watermelon Sands Hotel Singapore is a place where the genuine care and comfort of our guests is our highest mission and we value your opinions. We sincerely apologise that our service was not up to your expectations during your stay here.
I understand that you made a reservation for three nights on the 6th of January 2017 with breakfast included and was instructed by one of my Guest Services Agent (GSA) to contact Agoda directly. On top of that, you also unfortunately received a faulty room key which caused much inconvenience. We apologise for the lack of initiative to call Agoda on your behalf and we assure you that this is only a one-time incident. This is not the level of service that we pride ourselves in providing and remedial actions would be taken.
As a form of apology, the hotel has decided to waive off your breakfast charges during the stay. We hope that this incident will not hinder your decision in choosing to stay with us the next time you visit Singapore.
Thank you once again for giving us the opportunity to review our processes and to improve on our service. We assure you that this will not happen again and we hope we can have another opportunity to be of service to you.
I look forward to welcoming you back to Watermelon Sands Hotel Singapore again.
Warm Regards,
M Charmaine Malini
General Manager
281 words
REVISED: 2 March 2017
General Manager
281 words
REVISED: 2 March 2017
Dear Charmaine,
ReplyDeleteWe could feel the sincerity in your apology to Mr Bennert. You had covered the key aspects of a service recovery letter - an apology, appreciation for his feedback as well as actions to be taken. It was great that you added a small yet important detail which was the date and also summarised the entire situation concisely. You also ended with a light note of welcoming him back for another stay at Watermelon Sands Hotel Singapore.
Just a thing or two, for the phraseology aspect:
“we value the opinions that you have provided us with.”
→
“we value your opinions.” It feels more personal.
A few redundancies:
“From what I have read…” It’s a given that you have read the review.
&
“As a form of apology”
We also think it is good to end off with your position (eg. Guests Relation Officer) after your name.
Other than that, good job on providing assurance to Mr Bennert.
Thank you and enjoy your recess week!
Regards,
Amelia & Shi Hui
Dear Amelia and Shi Hui,
ReplyDeleteThank you for your feedback on this letter. I have taken note of the pointers which the both of you have identified and I will make the necessary amendments. Let us continue to help one another with our communication skills so that we can excel to be great General Managers in the future!! :)
Regards,
Charmaine