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Was the guest complaint handled appropriately What could staff have done differently
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Running head: ANSWERS FOR HOTEL MANAGEMENT QUESTIONS

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Answers for Hotel Management Questions

XUNZHOU

CASE STUDY 1

Institutional Affiliation

 

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ANSWERS FOR HOTEL MANAGEMENT QUESTIONS

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Question 1

Was the guest complaint handled appropriately? What could staff have done differently? Please

explain your answer.

Answer

Clarice, who was at the front desk, handled the complaint well. She followed the required

protocol to handle the situation about the flooded room at the ground floor. However, the issue

was with the maintenance who did not respond immediately after the call. The turndown service

was already busy and the bell service was complaining about being overworked. The solution to

this problem is to stick to the protocol. Each department has its own duties and responsibilities.

To avoid such inconveniences, they should respond to their duties without question. I believe that

in such an urgent situation, especially in a resort where customer satisfaction is the most

important, whichever service that was called upon by the front desk should have acted

immediately without questions and complain later after rectifying the issue.

Question 2

If you were the MOD, what would you have done differently? Explain in detail your response.

Answer

Since the duties of the MOD is to ensure that excellent services are provided by the hotel

employees, customer satisfaction, delegate and supervise duty roster, ensure the hotel is clean

among other duties, I would have made an emergency protocol that would be followed if the

service responsible for a particular duty are out of reach. This should be made clear to the parties

responsible so as to avoid any confusion or blame games. Another effective way of ensuring that

 

 

 

ANSWERS FOR HOTEL MANAGEMENT QUESTIONS

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the customer who complained was satisfied, I could have relocated the customer to another room

with the same standards to buy more time for the maintenance service to deliver their duty.

Question 3

If you were the front office manager and this was reported to you on the following day, what,

would you do? Explain your answer in detail.

Answer

Since my duties would be training the front office employees, arranging the scheduling of the

staff, upholding quality services to guests and being the liaison between the staff and the general

manager, I would call for an emergency meeting with the staff and the management. The order of

the meeting would be the roles they play in the hotel. Since each employee knows their duties, I

would ask the one responsible to be answerable, and in this case it would be the maintenance

service. I would ask the general manager to react appropriately to the mistake the maintenance

service did and ensure that the mistake is never to be repeated again.

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