Based on my personal experience as a guest and an operator, as well as having sight of 000's of mystery guest reports it seems clear to me that the approach to complaints needs to change.I believe the problem lies is in the base assumption of the team which is compounded by managements mistrust of the team.
The prevalent assumption or starting point when a complaint rears its ugly head often seems to be along the lines...
OMG - another guest moaning. We did not get that wrong! Fixing this is go...
