Hospitality service recovery

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Hospitality service recovery.

2. P2

   Executes standard Hospitality service recovery activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Hospitality service recovery cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Hospitality service recovery, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Hospitality service recovery and develops other experts.

Roles that ask for it

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