This means that often times service calls are passed along by word of mouth or handwritten note to delegate responsibilities and expectations. As we all know, humans are not perfect, and this antiquated form of communication opens the door for misunderstanding or the request getting lost in the shuffle of shift changes. Siloed departments are another barrier to interdepartmental communication. Housekeeping may have one method of handling guest requests while concierge may use something else entirely. A lack of a centralized request system not only fosters confusion but often results in a lack of accountability. While it is easy to place all the blame on communication, employee empowerment is another thing holding brands back from delivering excellent customer service. Employees often feel that it isn’t their place to step in and save a strained guest relationship or they lack the training to understand how exactly to handle the conflict. Get the full story at ScreenPilot