case studies answers.docx - 1.. experienced and provide a suggestion for more appropriate service\/behaviour\/communication Issue Raised Not provided with

case studies answers.docx - 1.. experienced and provide a...

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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.
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