The Art and Science of Service Recovery

How hoteliers should think about service recovery, including best practices and tools for measuring your success.

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What You'll Learn

Why it Matters

Learn how service recovery impacts your bottom line.

Best Practices

How to approach service recovery and delight guests and improve outcomes.

Measuring Success

Discover how to measure your efforts to ensure you're on track.

Watch the Recording

30 min

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About the Hosts

Elizabeth Martyn

Elizabeth Martyn is the author of Cornell University’s Service Excellence On-Demand Training, and works with organizations across a range of service-based industries to support them as they deliver high-touch, intuitive, people-oriented service. She has an extensive background in luxury guest services and building processes that allow for excellent service delivery.

Kumiko Shafer

Kumiko Shafer is the director of customer success for North America and Latin America. She has been with Revinate for over 4 years. Prior to joining Revinate, she worked in the hotel industry for 12 years, most recently at Pan Pacific Hotels and Shangri-La Hotels and Resorts.

Erica Rich

Erica Rich is the Senior Hospitality Marketing Strategist at Revinate and is responsible for maximizing customer success through the education and adoption of hotel email marketing best practices. As the creator and instructor of Revinate's Email Marketing Certification for Hoteliers course, Erica has traveled around the world, educating hoteliers on how to become successful email marketers. She joined the Revinate team in July 2015 and is based at the company’s headquarters in San Francisco, California. Prior to joining Revinate, Erica spent 10 years in hotel marketing working for such brands as The Westin, InterContinental and HRI Lodging.

"Great experience, easy to follow, organized presentation, relevant information and statistics."

- Donna