Cindy H.

Carpio October 21, 2021

BSHM 3A

Discussion Question:

1. Would it be appropriate to have the manager finish the checkout when this sort of difficulty with a
guest arises? Or should the front-desk agent just take the heat?
-It is appropriate to have the manager to finish the checkout of an angry guests because she
front desk agent should speak with the manager and attempt to assist guests because a manager
has greater authority to set things right with the client, which may convince the customer that they
were valued and that all possible was done to ensure satisfaction and repeat business. At the very
least, it would probably prevent the visitor from leaving angry, exposing negativity.

2. Would you have handled the situation in the same manner?

-Yes, because dealing with it in a positive and constructive manner will help to keep your guests.
No matter how upset they are, or what they say, keep a calm demeanor. Often, when they see you react
in a relaxed manner, they calm down too.

3. What would you have done differently?

- To reduce a person's level of frustration, you must first listen to their situation and empathize
with it. Whether you were able to fix their problem or not, it's important that you thank them for
bringing it to your attention and that they understand how much you value their opinion. So, whatever
their issue is, handle it the same way you'd want to be treated if the positions were reversed. Also, don't
make excuses since they don't want to hear them, instead, recognize the fault and apologize for it.