1.
TheWashingtonfamilywasverydisappointedwiththeirHotelFuturastay.Identify
8
problemsthey
experienced and provide a suggestion for more appropriate service/behaviour/communication.
Issue Raised
Suggestions
Not provided with transfer confirmation
Written confirmation will be give to clients
Cost own money to take taxi
Reimbursement of the taxi-cost will be done
Hotel details not shared
Prior E-mail will be sent by staff to facilitate smooth
transportation upto hotel
Behaviour of receptionist not good
Staff training will be provided regarding body language
Porters were busy on screen
Front life staff need to have active attitude to every
customer
Poor food services
Chef needs to be change
Front desk officer were not empathetic to client needs
Staff needs to be trained about customer needs
Room
Cleanliness issue
Maintenance Management need to learn allocate timely
task
to maids
2.
Assume that Mr Washington approached you, the receptionist, during their stay and raised these
concerns then. Provide a
step by step explanation
for how you would handle Mr Washington’s
complaint inperson.
If the complaint reached to me ,being a receptionist i would follow certain steps
1) Very first I will listen their complaints in very calm way by
putting
myself in their shoes
2) I would n’t take things personally that they are blaming me.Then i would find the median
between the needs
3) Actively sympathize for the harassment they faced
4) Will apologize gracefully for not upto their expectations
5) Will find a solution for the problem
6) If the matter is serious then will take the concern to the Senior or the person of higher
authority
3.
