STI College Tacurong

National Highway, Brgy. Buenaflor, Tacurong City

Case Analysis

in

HOTEL FRONT OFFICE OPERATIONS MANAGEMENT

Submitted by:

Caminoy, Ernalyn

Submitted to:

Aimee Marie P. Tayson, MBA

Program Head

January, 2021

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 Case Study: Force Majeure

How to attract more customers from companies in the local business park was the topic of this month’s
Meeting of departmental managers. The group was confident of its ability to deliver, so they adopted
and widely advertised a quality guarantee for local businesses: “If anything goes wrong, the room rate is
on us! “An out-of-town representative of Allied Manufacturing, a nearby industry, has been in the hotel
for two (2) Nights. There was no hot water last night or the morning of the third day. The guest mentions
to the concierge Staff as he goes through the checkout procedure, “I think I’ll take advantage of your
quality guarantee. ”Yes, sir,” said the concierge. “Please wait while I get the manager. “It was almost 15
minutes before the hotel manager appears. “Good morning. The agent has told me about. Your request,
and I would like to comply. There’s no water because the boiler is down. It’s an act of God, a Force
majeure, so, as I have told other guests, the situation isn’t covered by our guarantee.”

Questions:

1. Do you think there was a management failure? If so, what is it?

There are a management failure in the case where the hotel knew that it had a hot water
problem. Maybe, hot shower is a minimally reasonable guest satisfaction standard. However if
there were indeed something wrong with hot water and blame a bet broken hot water system
on an act of god does not make sense at all. Also the concierge left 15 minutes awaiting
discussion with management.

2. What is the hotel’s immediate response (or action) to the incident? Is it enough or justifiable?
The hotel immediate response of action to the incident is that hotel manager appeared and
explained the situation that there is no hot water are the boiler down. However the manager
reasoned out that happens because of a force majeure or an act of God. The way that manager
addressed the complaint of guest is the hot enough or justifiable because they blame the
situation to an act of god which is not make sense act to all. The guest asked for quality
guarantee but the hotel manager said the situation is not concerned by their guarantee which

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 only will added to guest dissatisfaction or disappointment. The hotel manager did not make any
effort to satisfy the guest or offer some service just to meet the guest satisfaction.

3. What further, long-run action should the management take if any? Justify your answer.
The long -run action should the management date is to fix immediately the problem about the
water system or conduct a daily maintenance check to avoid any faulty equipment or system.
Inform the guests ahead of time about the situation if there are any circumstances within hotel
in order for them to have knowledge on the current situation. If the guest expectations are not
met because of the incident, try to offer some services that they may like to the satisfy the
guests such as free room for a night free breakfast or dinner, a room upgrade for next visit to
ensure they will come back or get them returning to have a chance to improve their satisfaction.

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