Solving Complain and Walk Away Guest Senario Essay Example
Title: Dealing with Disgruntled Guests
Characters:
- Ms An - a tired guest who has just arrived by plane.
- Miss Eva - an assistant manager of the front office who has worked at the hotel for five years. She is known for her problem-solving skills and willingness to address complaints.
The receptionist, Miss Diane, is a kind and enthusiastic worker, though lacking in experience in the hospitality industry. The scene takes place in the reception of a 5-star hotel. Ms An arrives in the afternoon with a guaranteed reservation but is unable to obtain a room immediately due to the hotel being fully booked. The guest appears tired and presents her confirmation letter to Miss Diane, asking for her room. The assistant manager stands in the lobby attending to various tasks while Miss Diane checks the computer for the reservation and availa
...ble rooms. Unfortunately, she informs Ms An that while they do have her reservation, the hotel is already fully booked. The guest becomes angry and raises her voice, pointing to the confirmation letter and stating that she has already paid and should be given a room.The following text has beenand unified while keeping the and their contents:
Ms An expresses her surprise at the situation.
The conflict is soon heard and noticed by the assistant manager who comes to the reception, wearing a smile on their face and introduces themselves as Eva. They greet Ms An with a good afternoon and express their role as the assistant manager, followed by a pleasant introduction.
The guest expressed their frustration to the assistant manager, demanding a room. The assistant manager apologizes and offers to book the guest a room at the nearb
Xy hotel, which is a 5-star hotel only a 5-minute drive away. The guest will be upgraded to a suite, and the assistant manager also offered to cover their room charge for the first day as well as the upgrade charge. The assistant manager asks if they can take the guest to the Xy hotel now or if they have any other suggestions. The guest agrees and requests F&B coupons for the restaurant. The assistant manager agrees to provide them.
Kindly hold on as I organize the limousine for you. Let me summon the assistant manager, Ms. An, who will help you with booking the limousine. It is currently stationed outside, and I'll gladly assist you in transporting your luggage. (As we walk out of the hotel), the guest was content, and the hotel successfully concluded its interaction with them.
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