PROBLEM/ SERVICE FAILURE ISSUE

"Front Desk First Impressions" is the title of the video we chose. Unprofessional portion
at the front desk. The video depicts the employee's disrespectful behaviour as a front desk
officer. When work ethics go awry, it demonstrates a company's service failure. In this movie,
we can see a lot of unprofessional goods and actions. As we all know, the front desk officer is
crucial because they are the initial point of contact for clients. Customers will rate your service
based on how well you treated them.

In the video, a service problem occurs when an employee parks in a guest or visitor
area. The hotel has already erected the sign board to serve as a warning to visitors. However,
he disregards the signboard and parks there. Then there's the sloppy appearance. He is
heading to work in his t-shirt and pants, as shown in the video.

It demonstrates that he was not prepared to begin his work. Then there's the issue of
poor uniform care and transportation. He didn't hang his uniform beside the car, instead putting
it in the backseat. It's a little disorganised. After that, go to work with an iPod. As can be seen,
he was listening to music at maximum volume while oblivious to his surroundings. He doesn't
even use the employee entrance. He entered through the main entrance, which was supposed
to be for guests only. He also ignores the visitor with whom he may have to deal with. He didn't
even apologise for the mishap. That's a bit impolite.

He was literally late for work as a result. He appears to have made the same errors as
before. He makes no apologies or acknowledges his errors. Next, we can tell from the video
that the unwashed uniform was not ironed to look smart. His outfit is missing a name tag,
which we noted. He also does not properly dispose of rubbish. It was evident when he chewed
and then stuck the chewing gum on the locker. Then there's the issue of bad hygiene. He does
not wash his hands before or after going to the bathroom. Even though the awareness was
already on the wall, he only wiped on his uniform. Then he developed a poor posture. He
reminds me of someone who lacks enthusiasm. He also didn't get enough sleep the night
before work since he fell asleep in the middle of the day.

He was also having a private conversation with a coworker at the front desk. He
ignores the approaching visitor without even noticing. The guest was clearly dissatisfied with
the service. Furthermore, there was no eye contact with the person who was checking in. The
guest wanted to inquire about WIFI, but he ignored him and raised his hand to silence him.
He also forgets to switch off his phone or put it in the locker. When he was entertaining the
guest, his cell phone rang. Even more alarming was the fact that he was answering the phone
and taking personal calls while on duty. With the guest present and no explanation, he was
clearly quitting the station. The guest was taken aback by his antics. He was taking personal
calls using the hotel's phone without feeling guilty because his phone had run out of charge.
He then proceeded to announce a room number aloud, in violation of security rules. Then this
one man came up to me and asked for the key; he gave it to me without asking for
identification. By bringing something suspicious, the same individual was remarking on him.
He doesn't recognise criminality or call the cops. Meanwhile, he was behaving erratically.