Vellareiz, Shella Mae R.

CLHS 302

The following script fictionalizes a conversation between a front desk clerk and a guest:

FO Betty : Good morning, Mr. Jenkins, did you have a restful night at The Times Hotel?

Mr. Jenkins : Well, thanks for asking, but your place has problems.

FO Betty : You don’t say! Not many people tell us that. Like what?

Mr. Jenkins : Like what! Have you ever had a window that wouldn’t close and keep the rain
out? Or a faucet in the sink that wouldn’t stop dripping? And those towels were grimy! Next
time I will stay at your competitor’s property.

In your own words, provide a brief analyzation on the situation by answering the
following questions:

1. Which department should be informed to address the concerns of the guest? Explain. Min
of 5 sentences

2. What is lacking in the operation system of the hotel to encounter such problem? Min of 5
sentences

3. What are the preventive measures they could use to improve their service and to prevent
future problems like the one mentioned? Min of 5 sentences

ANSWERS:

1. As I am a front desk clerk, the complaint of a customer, Mr. Jenkins, and his description of
his bad experience at our hotel, I will immediately take action and convey it to my co-worker
or the proper department. Based on what was mentioned by Mr. Jenkins regarding the
malfunctioning or broken things such as the faucet, windows, and dirty towels, I will convey
this problem to the housekeeping, engineering & maintenance departments as the problem
belong here. Since it is my responsibility to solve various problems and maintain the
premises clean and organized, I must inform these departments as it is also their
responsibility to fix and clean or organize the equipment and linens inside the hotel and
ensure that customers feel comfortable. Housekeeping department because, we know, the
housekeeper has the most responsibility and should accommodate the clients if they have
concerns, especially in maintaining cleanliness, organizing, and changing the used linens and
amenities in the room. Moreover, I think the housekeeping staff is also responsible for two of
the things that Mr. Jenkins complains about running water in the faucet and broken window
because they are the ones who see what the problems are in the room as they are the ones
who do the make-up room and always go to the rooms, not the maintenance workers.
However, I should still inform the maintenance department because they are the only ones
who can repair the faucet.

2. I think the lack of the hotel system when it comes to the problems complained about by
Mr. Jenkins is the communication, knowledge about hiring and training the right employees,
and the possible or changing expectations of guests in hotels as well as to the housekeeping
staff or employees. We know that in the hospitality industry, it is vital to have effective
communication between employees as they will work together to improve, beautify, develop
and promote the company, hotel, or restaurant where they work. Effective communication
between employees will result in the whole team being able to work well and result in
satisfaction and good comments from guests to employees and the hotel itself. Also, hiring
the right employee for a specific position is significant for the hotel because they will fill in
or perform the roles needed in the hotel, such as housekeeping, maintenance, front office,
guest services, and security department. Hiring the right employees and training them before
testing them in the actual job will help speed up and improve the work of each one as they are
well trained and have many skills and knowledge regarding their roles. That's why, at the
hotel where Mr. Jenkins stayed, this was the issue because the housekeeper may not know
what he should do when it comes to cleaning the room properly, such as changing the linens
used by the previous guest and not know that the maintenance department should be
informed, even the front office about the broken window and faucet. Moreover, as an
employee at the hotel, unexpected things should be expected as with the many guests who
check in at the hotel, their behavior is different or maybe even their race, so the employee
should expect that guests have different expectations in the hotel and have different tastes or
preferences when it comes to the services provided here.

3. In the situation of Mr. Jenskin, it is best to handle such complaints properly and
professionally so that even if he has a grudge about the room, the hotel can recoup for it by
providing good service or communicating well with the clerk Ms. Betty to the guest Jenskin,
and showing that the hotel is concerned about his anger about his bad experience. Although
the complainant only complained about one room, the employees should learn from the
mistakes so that the hotel does not receive negative feedback from guests. The hotel and its
employees must be ready for everything that may come so that they already know what to do
when a problem occurs.

In handling such problems and situations, like what Mr. Jenskin complained about, the best
thing to do to avoid repeating the same complaint in the future is to improve their service and
hotel system. Included in this is that there must be good communication between employees,
even managers of each department, be strict, especially in hiring employees and their training
as well as in solving problems, housekeepers' cleaning the rooms and tracking the equipment
contained in it. To improve the service and the hotel system, employees must have a good
conversation as they are the ones who will do their respective roles as employees when there
is a complaint. Just like the complaint of Mr. Jenskin, Ms. Betty should inform properly the
departments concerned with those complaints, especially the housekeepers, so that the next
time they clean the room, it will not happen again and they will learn. As for hiring
employees, the manager or hirer should be strict when hiring or accepting employees and also
be harsh in training them, so they do not start their job without knowing and contributing to
the hotel or its growth. Hired employees must know how to focus on their work and
understand the issue to act on it according to the guest's wishes. Every hired person must
know what they are getting into in the hospitality industry, be able to handle terrible
situations, be knowledgeable about the common problems or issues facing the hotel to
prevent this from happening, and ensure they can help maintain cleanliness and grow the
hotel's income.

Moreover, it is best to track the equipment and amenities always in each room, even in other
public areas where guests can go to satisfy the customers and make them feel welcome or
comfortable, and give them an unforgettable experience at the hotel in a good way not like
what Mr. Jenskin experience. We know the feelings of each of our guests are significant
because the income and promotion of the hotel depend on them, so we must pay attention to
their complaints and give them an immediate solution so that they do not shift to other
competitors, yet they continue to enjoy the service of our hotel.