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As your strategic partner we look forward to working with you to develop a successful process for escalation.
Generally it begins with a guest and their concierge. The concierge then calls our reservation agents to describe the problem and ask for a resolution. Our reservation agents are empowered to resolve problems. Otherwise, they will advise your concierge that there is a situation requiring the attention of managers. The concierge then calls their manager and informs him/her of the situation. In the meantime, DHT’s managers are informed of the situation and is prepared to work on a solution.