Project #56655 - Guest Complaints-HOSPITALITY

 

please give the original work, not copying from someone.

and the due time is 9:00 am (Eastern time)

 

 

Guest Complaints

As a future potential manager in a hospitality firm, you will need to get accustomed to things not going as planned. As was discussed in an earlier section of the course, managing service can be very challenging. In this assignment, please view the PowerPoint slide show that was sent by angry customers to a Doubletree Hotel in Houston. After reviewing the presentation please answer the following questions. As you think about the questions, use the materials presented in class and the chapter on service in the textbook to help guide your thinking.

Your Hotel is a Bad Hotel(the attachment)

1. It is obvious that these folk were very frustrated with their experience. What do you think the average consumer who had a similar experience would do to vent their frustration and anger? What would you do in a similar situation?

2. Visit the Doubletree Hotel website. Do they give you the impression that they would not want to know about these customers situation? Why or why not? 
www.doubletree.com

3. What would you do if you were the general manager of this property when you received these angry customers’ presentation? What exactly would you do to attempt to satisfy these customers and win back their business?

4. Why do you think that Doubletree’s organization structure led to this event to grow so far out of proportion?

5. Given that you would not fire Mike for his behavior, what strategies would you implement in their hotel to ensure that customers were not treated this way?

6. Do you think that these customers made this story up? Do you think that they have a legitimate gripe
Why or why not?

7. This PowerPoint presentation (the attachment) ultimately traveled around via the Internet. What impact do you think the Internet has on customer complaints such as the one presented here? What are the repercussions of consumer complaints on an organization? What strategies should organizations adopt to temperate these effects?

Subject Business
Due By (Pacific Time) 02/07/2015 09:00 am
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