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Hi I'm Morika Clarke and would like some help please.Case Study #1</h1><p class='abPRemoveTitle'> Checking out a guest.jpg

Case Study #1 Checking out a guest.jpg

Case Study
Checking Out a Guest
A guest walked up to the front desk agent in an upscale hotel,
ready to check out. As she would normally do when checking
out a guest, the agent asked the guest what his room number
was. The guest was in a hurry and showed his anxiety by
responding, &quot;I stay in a hundred hotel rooms and you expect
me to remember my room number?&quot;
The agent then asked for the guest's name, to which he responded, &quot;My
name is Mr. Johnstein.&quot; After thanking him, the agent began to look for the
guest's last name, but the name was not listed in the computer. Because the
man had a heavy accent and the agent assumed that she had misunderstood
him, she politely asked the guest to spell his last name. He answered, &quot;What?
Are you an idiot? The person who checked me in last night had no problem
checking me in.&quot; Again, the agent looked on the computer to find the guest.
The guest, becoming even more frustrated, said, &quot;I have a plane to catch and
it is ridiculous that it has to take this long to check me out. I also need to fax
these papers off, but I need to have them photocopied first.&quot; The agent respond-
ed, &quot;There is a business center at the end of the counter that will fax and pho-
tocopy what you need.&quot; The guest replied, &quot;If I wanted your opinion, I would
have asked you for it. Haven't you ever heard of customer service? Isn't this a
five-star hotel? With your bad attitude, you should be working in a three-star
hotel. I can't believe they let you work here at the front desk. Haven't you found
my name yet?&quot;
The agent, who was beginning to get upset, asked the guest again to spell
out his full name. The guest only replied, &quot;Here are my papers I want faxed if
you are capable of faxing them.&quot; The agent reached to take the papers, and the
guest shouted, &quot;Don't grab them from my hand! You have a bad attitude, and
if I had more time, I would talk to someone about getting you removed from
your position to a hotel where they don't require such a level of customer ser-
vice.&quot; The agent was very upset, but kept herself calm in order to prevent the
guest from getting angrier.
The agent continued to provide service to the guest, sending the faxes and
making the photocopies he had requested. Upon her return, the agent again
asked the guest to repeat his last name, since he had failed to spell it out. The
guest replied by spelling out his name, &quot;J-o-h-n-s-t-o-n-e.&quot; The agent was final-
ly able to find his name on the computer and checked him out, while he con-
tinued to verbally attack her. The agent finished by telling the guest to have a
nice flight.
Discussion Questions
1. Is it appropriate to have the manager finish the check-out? Or, should the
front desk agent just take the heat?
2. Would you have handled the situation in the same manner?
3. What would you have done differently?

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