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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. [Show Less]