Which of the following is NOT a factor in guest recovery?

In the context of guest recovery, the process is fundamentally about addressing and resolving issues that customers face in order to restore their confidence and satisfaction with the service. Ignoring complaints is counterproductive to this approach.

Understanding guest needs ensures that you are aware of their expectations and can address any areas where those expectations were not met. Offering sincere apologies demonstrates empathy and acknowledges the guest's experience, which is crucial for effective recovery. Taking corrective actions helps to resolve the issue and prevent future occurrences, thereby reinforcing the company's commitment to service quality.

In contrast, ignoring complaints dismisses the guest's concerns and can lead to increased dissatisfaction and negative perceptions of the service. Hence, it is not a viable factor in effective guest recovery strategies.