Free Essay

Managerial Issues

In: Business and Management

Submitted By kmaurer23
Words 398
Pages 2
Kiera Maurer
March 13, 2013
Case Study #2
TCEM 100

The situation at hand holds prime examples of managerial duties that need to be learned and handled properly. These may not occur everyday but they can happen several times in different situations or places whilst still being very fragile circumstances. By taking this current example I will look at every angle to see how the best approach should be taken and go from there. To begin I would like to point out that with my “locking of the room” from the guests ability for re-entry, I should expect the worst which would be an upset customer. Though, by taking the standpoint of an employee and wanting to achieve customer satisfaction, pleasing one customer and getting them their room on time will uphold my service expectations and removing the current guests ability to re-enter their room is only following policy and doing my job. By knowing that the confrontation is occurring by the front desk I would first kindly ask the guest to step into an office to avoid any other guest disruptions and have a fellow employee join me not only to have an eye witness but to also have the power in numbers in case of any further misconduct from the guest. After explaining our reasoning for the room being locked and the guests continuing to react with loud and verbally violent words, I would then have the other employee call security if the guest refuses to cooperate. I am fully aware of the consequences that might occur including, a terrible review on a publically viewed site, the dissolving of the guests further business with the company, the guest demanding a refund and/or free amenities from the hotel because of the stress caused from the hotel itself, etc.
Though, with all that being said I believe that following guidelines and taking care of the guests due to check-in is very important and if issues arise they need to be handled promptly and efficiently. With the issue at hand all of those were covered and then some. The misfortune of an upset regular seemed to be unavoidable but there is always room for apologies even if they aren’t accepted. There are also approaches the hotel can take to offer amends and reassurance to the dissatisfied customer if they would like to allow it.

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