Jasmine Joie P.

Gonzaga
H321 CAKO

ROOM FOR IMPROVEMENT

Introduction
A hardworking salesperson named Moonique Kazer is in company specializing in audiovisual equipment
for convention and hotel. She worked almost more than office hours. Moonique has a week lung, and she is very
sensitive to cigarette smoke, that’s why she always requests for a non-smoking room every time she checked in.
One day, a very busy day for her. She is tired visiting three convention hotel. She thinks that she deserves a rest.
Moonique arrived few minutes before midnight at the Hospitality Inn., where she had a guaranteed
reservation. She checked in and immediately go to her designated room which is room 315. Every time she check-
in in a hotel or motel, she always looks for a no smoking sign on the door. She is excited to take a warm bath and
have a good night because of her long day work and much be busier tomorrow. When she entered, she smells of
the cigarettes mixed with air freshener come up to her face. She begun to cough, and her asthma got triggered. She
quickly shut the door and go to the front desk.
In the front desk, Hyun Cho, the desk agent was obviously talking to the phone as per Moonique. He
glanced Moonique many times and continued talking to the phone. Moonique patiently waiting for her turn but few
moments, she reached over the counter and took the phone out of Hyun’s hand. Moonique told her concern that she
had a reservation for a non-smoking room, yet they put her in a room smells and full of cigarette fumes.
Cho was an honest night agent. He explaine that the room given to her is a non-smoking room. He tried to
convince Moonique to look on it again, but she refused to do it. Moonique requested to move her to another room,
but tonight the hotel is filled up. Cho told the no cancellation no refund company policy. So Moonique left tired to
the building and headed out to find another room.

Problem Identified
The major problem is having a non-smoking room, yet it is not cleared to be a non-smoking room because
it is not completely clean, and the smell is not removed. The management did not check the room properly. An
obligation to inspect small details inside the room. The house keeping department are in charge in cleaning and
checking it.

Alternative courses of actions

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 It can be suggested that you should call the house keeping department to double check the room 315. Good
thing of that action is that the complainant will not take risk her health and the hotel showed good service and
quality. The only disadvantage to this action is wasting time because of checking.
Since the hotel is already filled up that night, I suggest giving credit for her next visit if she really don’t like
to stay that night. Advantage of this action is having good customer relation but, the bad thing is there’s no
assurance if her next visit will not be like this again. She might be in doubt always.
Another alternative action you can offer is to reach out to nearby hotels to book for Ms. Moonique Kazer
and not let her leave the hotel with negative impression. She’ll not be dissatisfied if you do that. But the company
will loss profit and you might have explain it to your boss.

Recommended Solution
Based on my analysis the best solution to eliminate Cigarette smoke problem in a room is to open all the
windows while changing everything from curtains, sofa bed cover, linens, bathrobe, towels, coffee table cover.
And the supervisor had to make the room out of order until the bad odor fade. Make sure that the house keeping
department will do their part and be polite all times because I believed in first impression last.

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