Aldar Hospitality. Escalation Strategy Framework for Efficient Case Management

Context, Approach & Methodology

To meet Aldar Hospitality’s needs, we developed an escalation strategy. This strategy included defining processes for case collection, processing, and escalation, tailored to the specific demands of the hospitality industry.

Groundwork

Defining Escalation

• What it is: Escalation involves a systematic process for addressing issues or cases requiring higher levels of attention due to their complexity or urgency.
• Importance: A well-implemented escalation strategy ensures efficient case management, timely resolutions, and high levels of customer satisfaction.

Focus Areas

• Escalation Channels: Identified the channels through which issues are reported and escalated, including email, phone, and online platforms.
• Escalation Stages: Defined the stages of escalation from initial reporting to final resolution.
• Escalation Triggers: Established criteria for determining when a case should be escalated to higher levels based on urgency and complexity.
• Escalation Touchpoints: Outlined the key points of communication between different levels of escalation.

Escalation Priorities

• Priority Levels: Developed a priority system from P1 to P8, where P1 represents the most urgent cases requiring immediate attention and P8 represents the least urgent.
• Priority Definitions: Clearly defined the criteria for each priority level to ensure accurate case classification and handling.

Escalation Case Groups

• Responsibility Assignment: Assigned specific teams within Aldar Hospitality (e.g., Food & Beverage, Plumbing, Facilities Management) to handle cases based on their nature and priority.
• Case Group Identification: Categorized cases into groups based on their relevance and required expertise for resolution.

Escalation Matrix

• Matrix Development: Created an escalation matrix detailing all possible cases Aldar Hospitality might encounter, both from past experiences and anticipated scenarios.
• Team Assignment: Assigned teams responsible for each type of case.
• Priority Assignment: Assigned priority levels from P1 to P8 for each case.
• Resolution SLA and Times: Defined Service Level Agreements (SLAs) and resolution times for each priority level to ensure timely and effective case resolution.

Implementation Steps

Case Collection

• Identification: Determined key points within the customer journey where issues are likely to arise and require escalation.
• Reporting Mechanisms: Established systems for customers to report cases through various channels.

Case Processing

• Initial Handling: Defined processes for initial assessment and categorization of cases.
• Case Routing: Implemented procedures for directing cases to appropriate teams based on their nature and priority.

Case Escalation

• Escalation Procedures: Defined clear procedures for escalating cases between different priority levels.
• Communication Protocols: Established protocols for communication between different escalation stages and teams.

Analysis

We developed a Gantt chart outlining the phases and timelines for implementing the escalation strategy. Each phase included initiatives breakdown detailing the budget, timeline, current situation, future goals, approach, responsibilities (RASCI), and success criteria for each initiative.

Result

• The escalation strategy provided Aldar Hospitality with a structured framework for managing and resolving issues efficiently. Key outcomes included:‍
• Structured Escalation Program: Implementation of a detailed escalation strategy with defined channels, stages, triggers, and touchpoints.‍
• Prioritization System: Establishment of a priority system from P1 to P8, ensuring that urgent cases are promptly addressed while less critical issues are managed effectively.‍
• Escalation Matrix: A detailed matrix that includes all potential cases, assigned teams, priority levels, and resolution SLAs, facilitating effective case management and resolution.