After resolving a service failure, what is an important follow-up step?

• A. Check back with the guest to confirm satisfaction.
• B. Do nothing after the fix.
• C. Offer no compensation.
• D. Move the guest to another issue.

Answer: (D)

The main idea here is closing the loop after a service failure. After you fix the issue, following up with the guest to confirm they’re satisfied shows you care about the outcome, not just putting a patch on the problem. This check-in verifies that the resolution actually addressed the guest’s concern and gives you a chance to catch any remaining annoyances before they become bigger complaints. It also opens the door to offer any additional assistance or a goodwill gesture if appropriate, which can help restore trust and salvage the guest’s experience.

If you don’t follow up, the guest may feel the problem wasn’t fully resolved or that their feedback isn’t valued, leaving lingering dissatisfaction. Shifting the guest to another issue or offering no compensation when warranted can come across as inattentive or unfair, even if the initial fix worked. Proactive, respectful follow-up demonstrates ownership of the guest experience and reinforces Marriott’s service standards.