# FeedbackRobot Training Template

Fill in what applies and upload this file on Settings → Training → Import (or paste it).
Leave any section blank to keep FeedbackRobot's defaults. Every heading below maps to
one part of your training, so a filled template imports exactly as written.

## About us
One or two sentences on the place and how it wants to sound in replies.
Example: A small waterfront hotel with a seasonal restaurant. Calm, attentive, unhurried.

## Voice
How replies should sound. Three to five words, then a line each if you like.
Example: Warm, plain-spoken, confident. Say less and mean more.

## Words we like
Comma-separated.
Example: waterfront, seasonal, unhurried, attentive, easy

## Words we avoid
Comma-separated.
Example: hidden gem, world class, flawless, pampered, luxury at every turn

## When a review is negative
One sentence on how the tone changes.
Example: Drop the scenery. Own the problem plainly and say who is looking into it.

## Example reply to a positive review
Paste one you have sent, or write one.

## Example reply to a service concern
Paste one you have sent, or write one.

## Rules for every reply
One per line, starting with "Never".
Example:
Never promise a refund, credit or upgrade in public.
Never confirm or deny that an incident happened until management has reviewed it.
Never name an employee in a public reply.
Never ask a guest to change or remove a review.

## While a review is held
The neutral acknowledgment to use for an urgent review until a manager clears it.
Example: Thank you for telling us. We take this seriously, and a member of our management team will contact you directly.

## When a person must step in
Service recovery (draft and assign): list the everyday issues.
Urgent (hold the reply, alert management): list the serious ones.
Critical (do not draft, escalate to leadership): list the emergencies.
Always stop and alert if a review mentions: comma-separated phrases.

## Who owns what
One line per department: Department: signals — owner role.
Example:
Rooms: check-in, housekeeping, noise, maintenance — Rooms manager.
Restaurant: food, pacing, allergies — Restaurant manager.
Billing: charges, fees, gratuity — Front office.

## Outlets (groups only)
If this document covers several outlets or venues, repeat the Voice, Words and Example
sections under a heading with each outlet's name, exactly as its workspace is named.