Purpose
Produce a ready-to-send support message for premium or VIP guests that resolves the issue while reinforcing the relationship — matched to the guest's history, the severity of the situation, and the brand's voice — so the reply feels personally written by a dedicated concierge, not processed by a queue.
When to Use
Invoke this skill when the user asks to:
- Respond to a complaint or issue from a VIP, luxury, or high-lifetime-value guest
- Recover a relationship after a service failure with a top-tier customer
- Reply to a special request or exception ask from a premium member
- Write a proactive apology or goodwill message to a valued guest
- Rewrite a standard support reply to meet a luxury hospitality standard
- Handle a sensitive escalation where tone and personalization matter as much as the fix
Inputs Required
Before starting, collect:
- Guest context: Name, tier/status, and any relevant history (loyalty length, past issues, notable spend or milestones)
- The issue: What went wrong or what the guest is asking for, in the guest's own words if available
- Resolution available: What can actually be offered — the concrete fix, refund, exception, or timeline
- Goodwill authority: What gesture or comp the specialist is authorized to extend (or "none")
- Brand voice: Formal / warm-formal / relaxed-premium — plus any signature phrases to include or avoid
- Channel: Email / in-app message / SMS / chat (affects length and formatting)
- Sender identity: Name and title of the person the message is from
If tier or history is missing, treat the guest as high-value and keep personalization tone-forward rather than data-specific. If brand voice is unspecified, default to warm-formal.
Instructions
Step 1: Read the Emotional Temperature
Before drafting, classify the situation to set tone and length:
- Frustrated / let down (something failed): Lead with acknowledgment and ownership; no defensiveness
- Inconvenienced but reasonable (minor friction): Lead with efficiency and a warm touch; keep it brief
- Requesting an exception (asking for more): Lead with genuine consideration; frame the answer around their status
- Delighted / positive contact (praise or a simple ask): Lead with warmth and reciprocity
Never open with the fix before acknowledging the person and the feeling.
Step 2: Personalize the Open
Address the guest by name and reference something specific — their history, the milestone, the detail of their situation, or the effort they took to reach out. One authentic personal line beats three generic pleasantries. Avoid "Dear Valued Customer" and any phrasing that reveals a template.
Step 3: Acknowledge and Own
State understanding of the issue in the guest's terms. When there's a failure, take clean ownership without excuses, hedging, or passive constructions ("mistakes were made"). Match the acknowledgment to the temperature from Step 1 — a genuine service failure earns a sincere apology; a minor friction does not need a dramatic one.
Step 4: Deliver the Resolution Clearly
Present the concrete fix in plain, confident language:
- State exactly what will happen and by when — no vague "we're looking into it"
- If saying no, do it graciously: explain the reason briefly, then offer the closest possible alternative
- Remove effort from the guest — confirm what you've already handled so they don't have to chase anything
Step 5: Add the Hospitality Gesture
Using only the authorized goodwill from inputs, extend a gesture that fits the situation's weight — an upgrade, a credit, a personal follow-up, priority handling, or a thoughtful non-monetary touch. Frame it as a reflection of the relationship, not a transaction ("Because you've been with us since..." rather than "As compensation..."). If no gesture is authorized, substitute a personal commitment (a direct line, a promised check-in).
Step 6: Close With Continuity
End by reinforcing the ongoing relationship and giving the guest a direct, low-friction path back — ideally to a named person rather than a generic inbox. Sign with the sender's real name and title.
Step 7: Calibrate Length to Channel
- Email: 120–200 words, short paragraphs, optional signature block
- In-app / chat: 60–120 words, tighter, still personal
- SMS: 2–4 sentences, warm and concise, name-signed
Output Format
- Structure: A single ready-to-send message following the personalized-open → acknowledge → resolve → gesture → close arc
- Length: Calibrated to channel (SMS 2–4 sentences; chat 60–120 words; email 120–200 words)
- Format: Prose message with a subject line if email; no bracketed placeholders in the body
- Sections: Subject line (email only) → greeting → body → sign-off with sender name and title
- Tone: Warm, composed, and genuinely personal — hospitality-grade, never scripted, corporate, or defensive
- Extras: After the message, include a one-line note flagging any input assumptions made or authorization the specialist should confirm before sending
Quality Checklist
Before delivering output, verify:
- [ ] The message uses the guest's name and at least one specific, non-generic personal detail
- [ ] The issue is acknowledged before the resolution is presented
- [ ] The resolution states exactly what happens and by when — no vague reassurances
- [ ] Any gesture stays within the authorized goodwill from inputs — nothing invented or over-promised
- [ ] No template-revealing phrases ("Dear Valued Customer," "per our policy," "we apologize for any inconvenience")
- [ ] Length matches the specified channel and the message is signed by a named person
Notes
- The gesture should scale to the failure — over-compensating a minor issue can feel as off-brand as under-compensating a major one
- A denial handled with grace often protects the relationship better than a reluctant yes; frame the "no" around what you can do
- For repeat issues from the same guest, escalate ownership and offer a direct human contact — high-value guests lose patience with repeated friction faster than with a single failure
- If the situation involves a genuine service failure, avoid the words "policy" and "unfortunately" — both read as institutional distance to a premium guest
How to use this skill
This file is a Claude Code skill in Anthropic's standard format — markdown with YAML frontmatter at the top.
Installing in Claude Code:
~/.claude/skills/<folder-name>/SKILL.md— auto-loads in every session anywhere on your machine (recommended for skills you'll use across multiple projects)<your-project>/.claude/skills/<folder-name>/SKILL.md— auto-loads only when working in that project (recommended for project-specific skills)
Restart Claude Code or open a new session to register.
Using in Claude.ai, ChatGPT, Gemini, or other AI tools:
- Drag this file into a new chat, or copy and paste its contents
- Send your task or request as your next message — the AI will apply the skill where it fits
For Claude Code skill details: https://docs.anthropic.com/en/docs/claude-code/skills