SAMSON, ROEL RHODAEL P.

BSA – 2 November 14, 2020

Activity No. 7: Hotel Guest Experience

1. List down the negative points that the guest have mentioned on her review.
o The actual rooms looks depreciated than the pictures posted online.
Resolution: The hotel management should look into their rooms and facilities and try
to renovate and change things to be more modern and align to the wants & needs of
the tourist.
o Bad customer service
Resolution: The hotel manager should re-evaluate the staffs customer service and try
to give survey to the customer as to their customer service experience. The
management should focus on the negative comments and try to improve and change
what is lacking in their service.
o Discrimination towards local tourist
Resolution: The hotel manager and the management should inform the staffs as to this
negative comment and try to encourage them to be more kind and morally well-
oriented towards local tourist. The hotel manager should have a close observation and
to see if this problem really does exist iin order to provide changes and solution to
this problem.
o Time of serving breakfast
Resolution: The hotel manager and management should take consideration into this
matter as it is important for the tourist to leave the hotel early especially because of
the dolphin watching. If such time of serving breakfast is much needed, then it is just
imperative for the hotel to serve breakfast early and to change their time schedule and
management into the customer’s much needed service.

2. With each of the points mentioned, what should you do as a Manager of the
Resort/Hotel to address such complaints?

- In the preceding number, I mentioned the negative points by the customer and the
resolution I think would best resolve the problem. As the manager of the hotel/resort, it is
just my responsibility to resolve such issue not just for the betterment of the hotel as a
whole but also to achieve an excellent amount of good impression by the customer
through a better customer service. As a manager, I should always be consistent on
 resolving every issue and to find every weak points in the management in order to
achieve a much better experience to the customer.

3. What are your future plans for your Resort/Hotel base from the complaints. 
- As the manager of the hotel, I am planning to take these complains by the
customer into consideration and to take active steps into resolving them as what I
mentioned in the preceding numbers. I had always believe that the hotel industry
is built through customer satisfaction and service and it just as important as
managing the hotel as attaining a good customer satisfaction in order to tell how
excellent the hotel business is going through. This positive action towards
correcting past errors would help me achieve a much better future for the hotel.