WAENLIY93

HILARIO, CRYSTAL GAYLE R.
BSITM 3-YA-3
ASSIGNMENT
The case discusses how a hotel, Panam Classic breached a hotel guest privacy by releasing
pertinent and confidential information to an external individual. Even though the hotel invests in
guest satisfaction and employee training, inappropriate communication, and inadequate training
led to a breach of it's guest’s privacy. This resulted in guest dissatisfaction and could have led to
legal problems for the hotel. The hotel had to evaluate its policies, guest privacy as well as assess
its training programs and its communication within the organization. The hotel is now task with
doing service recovery, in a bid to uphold its reputation.
Read and scrutinize the case. Afterwards, answer the questions at the bottom part for your
analysis.
Case Study Questions
Question 1
In a one (1) page analysis, give a brief description of the case while highlighting the key
ethical, guest privacy, or customer service-related issues in the case.
 In my analysis, there are some issues with managing guest privacy and the front desk
department. The hotel industry must have training for this type of work, and there are
certain responsibilities known as important to the guest to protect their privacy, such as
celebrities who serve as VIPs or high-profile people who check into those hotels. They
explained that lodging facilities must provide a duty of care, which means protection of
their privacy and safety, and they make sure that there are the right policies and
procedures for privacy that are explained well to the guest and followed. Mr. Morocco,
for example, wants to do a better job, and with a busy schedule, he wants to spend his
time attending business meetings, conferences, dinners, cocktail receptions, and
community fundraisers, among other things.
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Question 2
Do you think that this is a case of ethics gone wrong, a case of guest privacy or was it a case
of bad customer service or a combination? Please provide reasons for your response.
 I think for me there is a wrong relationship between the guest and the front desk that
holds the privacy data of the guest, and there is a misunderstanding between Mrs.
Morocco and Mr. Morocco because, in the first place, Mr. Morocco reminds his wife that
he is spending his time on her work because she is so busy. Based on the situation, Mr.
Morocco also reminded the front desk that there were important meetings at their work
and insisted that they were safe from his privacy and that he works well at that hotel;
therefore, the hotel was wrong when they did not remind him, Ms. Morocco, that his
husband wanted to focus and not be disturbed from his work second when the hotel got
the wrong call from another guest. In short, we are all affected by miscommunication,
improper services to the staff of hotels, wrong calls, and miscommunication between two
guests.
Question 3
What led to the challenge that Panam Classic is currently facing? Give reasons for your
answer. Provide a discussion on how Panam Classic could have avoided this situation?
 Panam Classic Resort has been grappling with how to accommodate visitors since
November of 2010 when the Suddan Industry hosted one of the largest technology
conferences in Panam Bay's eastern region. So the situation is that Mr. Morocco wants to
have extra room supplies and amenities so that the Panam Classic Resort is well known
for better management and staff, but there are issues with the current situation of having
problems securing the privacy and safety of the guest because Mr. Morocco wants to
work without disturbing the meetings, and then the front desk has a problem with the
guest number because they received the wrong call, which affects their private data or in
the system that they have. So Panam Classic's action is to provide some drinks and
bouquets to show the guest their sincerity for making the wrong call to her wife and their
sincerity about the missed information to all staff that Mr. Morocco has a hectic schedule
that reminds them not to disturb him. What we can learn here is that it is important to
have communication within the hotel policies if the hotel wants guest satisfaction, and
these actions led to assessments that can be taken to remedy the situation.
Question 4
Describe strategies you would put in place to protect your guests’ privacy and protect your
business. How would you go about searching for a solution?
 The strategies that I would put in place to protect our guests' privacy and our business are
to hire people who have dedication and commitment to the work that we do. In the
industry, it is important to be a hard worker and flexible. Why? Because for me, in the
industry, you need to focus on something that you do, and you should need to give your
best to show it in your job. If that happens, I think I can solve the problem of the
company by requiring that every department and every organization in the company be
prepared, focus on the company goal, and be hospitable and gentle. In every hotel and
restaurant company, we all know that the guest or customer is important, so we need to
protect their private data and protect them to avoid any difficulties around the company.
Question 5
Do you believe Panam Classic can recover from this situation? If yes, what are
some service recovery strategies that can be use? Why would the service recovery be
important?
 I think yes, and I think the service recovery strategies that I suggest is to assign a good
manager who facilitates all departments and all organizations in the company because I
believe the manager should be the role model for all staff or employees in the hotel or
restaurant company. The manager should be professional and begin to manage himself by
dressing appropriately for the job and arriving on time, and the manager should especially
begin to check daily all employee output to their job and evaluate them for improvement.
In the tourism industry, it is important to make the traveler or passenger feel satisfied, so
the manager's role is to make them feel safe and relaxed when they travel, and it is
important to the manager that private data be protected. In the industry, it is important to
have service recovery because it is the way that our guest or customer makes a good
impression on us and evaluates us as a good and better company. We should say sorry for
our mistakes and add services that they want, like discounts or freebies, from the
company, and I think it is helpful to come up with ways to ensure that good happens
between the company and the guest or customer.
Question 6
Assume you are Mr. Morocco, what are some possible actions you would take to deal with
the situation.
 If I were Mr. Morocco, I would be calm and considerate about what happened to the
hotel, and I genuinely think I would accept the hotel's apologies because sometimes, as
individuals, we should understand the situation, and we believe that as guests, we should
understand that it is natural for every hotel or restaurant to make mistakes. In addition,
like Mr. Morocco, I unintentionally contact my wife to remind her that I have a hectic
schedule for the meetings that I attend. I believe it is appropriate for me to provide the
company with an apology as well as a perk for the additional services they offer.
Question 7
Discuss some possible legal implications if any, which could be brought against
Panam Classic (Legal liability, 2018).
 The National Privacy Commission (NPC) should handle this situation because the NPC
can call when they need the industry to ensure that all personal information remains
secure against data theft. In that situation, when Mr. Morrocco wants to file a case against
Panam Classic Resort for the damages to their privacy, I think the legal liability for that
complaint is the issues about the guest's privacy, and the consequence of that can be seen
in the prominent court case where a jury awarded damages because of the irresponsible
risk management of the hotel.
Question 8
Assume you are the manager that Mr. Morocco aired his complaint to what would be your
first response? What guarantee would you give?
 If I were the manager of that hotel and resort, I believe I would express my sorry and
apologize for what occurred to him, and I would offer him a free stay and more
amenities. And I inform him that there are some issues with our hotel system. I promise
that if Mr. Morrocco wishes to come to the hotel, he will receive a discount to enjoy his
stay. If there are any difficulties or misunderstandings between the hotel and the guest, I
feel that the solution is to talk with the guest and explain what issues could happen to
them, as well as for their peace of mind.
Question 9
Do you believe management/leadership has a role to play in the breakdown at the hotel?
Why or why not? What action/s if any should management take regarding the telephone
operator?
 I believe that management or leadership plays an important role in all hotels because it is
the first step in preparing for all guests. We need to manage our risk control and think
about a solution for this. The reason for having a management team is to organize all
things related to the staff, budgeting, and all departments in the hotel. If the management
is better, I think all the output to the guest is positive because it is shown to be
professional and there is a good commitment from the staff to their work, and the result
of this is helpful for everyone who gives their best to give quality service to the guest.
Question 10
Do you believe that ineffective training had a role to play in what happened at the hotel? If
so, discuss the importance of having employees who are effectively trained?
What are some procedures hotels and other organizations can devise to ensure that
employees are aware of and practice of pertinent standards and policies?
 I believe it is critical to provide good and improved training for all staff or employees in
this industry because we need to make a good impression on others and demonstrate our
commitment and determination to provide quality services. The importance of being a
proper and skilled employee is to make sure that all services are provided at the right time
and place to the guest, which results in better services for the guest. The procedure is that
employees are the first to audit all workplace policies and procedures, which means it is
important to have proper communication with our staff to ensure that all employees have
a comprehensive understanding of their workplace and follow the policies and procedures
in the hotel. The second is to understand your responsibilities and obligations as an
employer, which means the responsibility of the employer is to provide health and safety
to their guests or customers and make sure that they do their best to assess them. The
third step is to invest in recognized workplace safety management systems that control
specific systems for some higher-risk industries as well as accreditations. Fourth goes
further than just ticking the box for compliance, which means we need to create a positive
working environment that shows a good relationship between employees and the
manager. Last, we need to seek professional guidance from a legal expert and have a
trusted legal team to help us provide safety for our businesses. This optimum legal team
can help us conduct training to develop our staff and implement legal complaint policies
and procedures.
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Case Study Questions

business. How would you go about searching for a solution?

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