Concerning the circumstance where customers are notified of the cancellation of

scheduled activities on Nyepi Day with a notice period of only 24 hours:

1. Offer an apology: Start by conveying honest regret to the client regarding the disruptions
caused by the unexpected postponement of upcoming engagements. Recognize the
disappointment and sadness that they may be experiencing.

2. The clarification: Offer a transparent and straightforward reason for the mistake. Explain that
Nyepi Day holds significant national importance in Bali, requiring the prohibition of all activities,
including those conducted outdoors. Convince the client that the absence occurred
unintentionally.

3. Compensation: Provide suitable compensation for easing the inconvenience. This may
involve complimentary services or enhancements on their subsequent journey, a discount on
future reservations, or a partial refund for the activities that were impacted.

4. Alternate Arrangements: Provide the client with alternative activities or experiences they can
participate in over the rest of their vacation in Bali, if possible. Ensure that these alternatives
correspond to the preferences and interests of the customer.

5. Follow-Up: Following the resolution of the immediate issue, ensure the customer's
satisfaction by conducting a follow-up conversation. Utilize this occasion to make clear your
dedication to delivering exceptional service and to attend to any additional inquiries they might
have.

Course of action as a responsible member of the team:

1. To determine the cause of the oversight, it is essential to start a comprehensive investigation.

Check the internal protocols, booking procedures, and communication process for any gaps or
errors that may have contributed to the issue.

2. Process Improvement: Implement needed modifications to prevent subsequent occurrences

of identical mistakes. This may entail the implementation of modifications to reservation
systems, the improvement of communication protocols, or the provision of supplementary
training for personnel.

3. Communication Protocol: Adopt a clear communication protocol to actively inform

customers of significant events or holidays that might have an early impact on their travel plans.
Ensure that every member of the team is informed of these rules and regularly works with them.

4. Customer Feedback: Get feedback from customers about their experiences, including any
concerns or problems that were experienced. Utilize this feedback to increase consumer
satisfaction and process efficiency on a constant basis.

To rectify the mistake of forgetting making reservations for the floating breakfast and
honeymoon inclusions:
1. Immediate Rectification: Quickly initiate contact with the customer to offer an apology for the
error and provide assurance that the proper measures will be implemented to resolve the issue.

2. Reservation Booking: Initiate the process of securing bookings for the floating breakfast and
promise the inclusion of all honeymoon facilities for the client's upcoming journey. Assist the
client in verifying the reservations and offer them with any necessary details or confirmations.

3. In order to express regret for the oversight, provide the customer with a gesture of kindness in
the form of compensation or an upgrade, or additional benefits to celebrate their honeymoon.
This may help in reducing any dissatisfaction and display your dedication to assuring a
remarkable encounter for the client.

4. Post-trip Follow-Up: Conduct a post-trip follow-up with the consumer to find out their
satisfaction with the reserved activities and the overall experience they had. Utilize this
occasion to ask for customer feedback and respond to any additional concerns that may be
expressed.