QUESTIONS/ANSWERS

Ques.1 What steps could the staff at Gordon Sumner’s hotel have taken to improve their

service?

Ans: The personnel at Gordon Sumner's hotel have several opportunities to enhance their
quality of service:

1. Improved training: The housekeeping crew should have received more thorough
instruction on correct cleaning techniques and attention to detail. By doing this, it
would be less likely that situations such as the one with the used condom would
happen.

1. Better departmental communication: The personnel should have established more

effective lines of communication. To ensure quick resolution and visitor pleasure,
housekeeping may, for instance, have a system in place that allows them to
communicate any problems or discoveries straight to the front desk.
2. Proactive problem-solving: The personnel could have been more alert in spotting
and resolving any possible problems rather than waiting for visitors to voice their
complaints. It might be helpful to regularly check cleaned rooms for errors or
inconsistencies before visitors come.
3. Prompt and suitable resolution: Staff members should respond appropriately and
quickly to any issues or complaints from visitors. This entails paying close attention,
sincerely apologizing, and acting appropriately to address the problem and win the
visitor over.

Ques.2 What factors were out of Freddie Bulsara’s control? How could he have prepared for
problems?

Ans: At the hotel, Freddie Bulsara dealt with a few uncontrollable circumstances. He was
powerless to alter certain things, like the sound of the elevator shaft and the early-morning
construction.
Freddie may have taken the following actions to be ready for situations like this:

1. Research on the hotel:He might have read reviews or questioned others about their
experiences before making a reservation. They may have helped him anticipate any
possible problems.
2. Express preferences: Freddie had the opportunity to let the hotel know what he
wanted when he made the reservation. At least the amount of noise disruption may
have asked for a room on a higher level or away from the elevator.
3. Bring necessities: Freddie should have brought a few necessities so he could be ready
for unforeseen circumstances. They might be a sleep mask to block out early morning
light, earplugs, or a white noise machine to help drown out sounds.
4. Discuss concerns with the personnel: Freddie had the option to bring up any issues
he ran into with the hotel staff while he was there. To enhance his experience, they
could have been able to provide different options or make concessions.

Ques.3. What might Reg Dwight’s list of affected areas and guest wants/needs include?

Ans: Reg Dwight may have listed the following as impacted regions and visitor needs and
wishes:

Affected Areas:

1. Noise levels: The noise from the adjacent construction, the elevator, or the activity of
other guests may have been too much for Reg to handle.
2. Cleanliness: Reg would not have thought his room was as clean as he thought if the
hotel's housekeeping practices were subpar.

Needs and Desires of the Guests:

1. Quiet atmosphere:Reg may have desired a calm and serene setting to unwind and
obtain a good night's sleep.

1. Tidy and well-maintained room: Reg probably wants his room to be as tidy,
uncluttered, and smell-free as any other visitor would.
 2. Cozy accommodations: They can include a pillowtop mattress, appropriate lighting,
and extras like a functioning TV or Wi-Fi.

These are simply a few instances; Reg's particular list would rely on his expectations and
personal tastes.

Ques.4. What factors were out of Freddie Bulsara’s control? How could he have prepared for
problems.

Ans: A straightforward calculation may be utilized to determine the potential income that a
loyal client could bring in over an extended duration:

Average Revenue Per Stay multiplied by the annual stay count and the year

Let's dissect it with an illustration. Assume the client stays five times a year with an average
revenue per stay of $200. You wish to compute over three years:

$300 x 5 x 3 equals $3,000.

Thus, over the three years, the regular client case would bring in $3,000 in income.

This computation highlights the worth of each client and assists front desk employees in
realizing how important it is to deliver exceptional service to foster repeat business. It all
comes down to appreciating the long-term effects and forming enduring bonds with important
clients.

Ques.5 Family reunions are big business. As front office manager, how would you work with

the sales department to ensure quality service for group business?

Ans. Family get-togethers are big business for hotels, right? To ensure that we provide
excellent service for the group company, as a front office manager, I would fully collaborate
with the sales division. What we can accomplish is as follows:
1. Continue the conversation: I would make sure to keep lines of communication clear
and honest with the sales staff. Every family reunion group has specific information
and expectations that we need to become aware of.
2. Make a plan: By collaborating, we can arrange all the pre-arrival details, such as
guest preferences, rooming lists, and other unique requirements. In this manner, we'll
 be ready to provide a seamless check-in and customized experience for every member
of the family.
3. Design unique packages: With a little creative brainstorming, we can design
fantastic packages, especially for family reunions.
4. Maintain order: you can ensure that all the behind-the-scenes work is done correctly
by keeping up with the sales department. We'll keep everything operating smoothly,
from planning housekeeping schedules to liaising with other departments.
5. Feedback is essential: A feedback loop including the sales staff is crucial. We will
respond a soon as possible to any problems or worries the group may have while here.
It helps in our service improvement for after-family reunion reservations.
Together with the sales team, we can provide outstanding service, go above and beyond, and
get those repeat reservations for family get-togethers. Let's give them an experience they
won't soon forget.