How would you have reacted to the letter that mark received

Assignment Help Other Subject

Reference no: EM133751475

The Case of the Missing Reservation

Mark, Donna, and their children, along with another family, traditionally attended Easter brunch at a large downtown hotel. This year, as in the past, Donna called and made a reservation about three weeks prior to Easter. Because half the party consisted of small children, they arrived 20 minutes prior to the 11:30 reservation to ensure being seated early. When they arrived, however, the hostess said that they did not have a reservation. She explained that guests sometimes failed to show and that she would probably have a table available for them before long. Mark and Donna were quite upset and insisted that they had made a reservation and expected to be seated promptly. The hostess told them,

"I believe that you made a reservation, but I can't seat you until all the people on the reservation list are seated. You are welcome to go to the lounge for complimentary coffee and punch while you wait." When Mark asked to see the manager, the hostess replied, "I am the manager," and turned to other duties. The party was eventually seated at 11:45, but was not at all happy with the experience.

The next day, Mark wrote a letter to the hotel manager explaining the entire incident. Mark was in the MBA program at the local university and taking a course on quality management. In the class, they had just studied issues of customer focus and some of the approaches used at The Ritz-Carlton Hotel, a 1992 and 1999 Baldrige Award winner. Mark concluded his letter with the statement, "I doubt that we would have experienced this situation at a hotel that truly believes in quality." About a week later, he received the following letter:

We enjoy hearing from our valued guests, but wish you had experienced the level of service and accommodations that we strive to achieve here at our hotel. Our restaurant manager received your letter and asked me to respond as Total Quality Lead. Looking back at our records, we did not show a reservation on the books for your family. I have addressed your comments with the appropriate department head so that others will not have to experience the same inconveniences that you did. Thank you once again for sharing your thoughts with us. We believe in a philosophy of "continuous improvement," and it is through feedback such as yours that we can continue to improve the service to our guests.

Test your Knowledge (Question):

Question 1. Were the hostess's actions consistent with a customer-focused quality philosophy? What might she have done differently?

Question 2. How would you have reacted to the letter that Mark received? Could the Total Quality Lead have responded differently? What does the fact that the hotel manager did not personally respond to the customer tell you?

Reference no: EM133751475

Questions Cloud

Did creation of earth day affect environmental policy in us : Did the creation of Earth Day affect environmental policy in the US? Current event that relates to this topic.

Differentiate between short-term and long-term capacity : how to differentiate between short-term and long-term capacity building. Based on your findings, determine which approach best suits your organization

Discuss two reasons voter turnout is so low in united states : Using your readings and the recorded lectures, identify and discuss two reasons voter turnout is so low in the United States.

Explore the factors that may have motivated the perpetrator : Explore the factors that may have motivated the perpetrator(s) to carry out the mass shooting. Consider aspects such as mental health, ideological motivations

How would you have reacted to the letter that mark received : How would you have reacted to the letter that Mark received? Could the Total Quality Lead have responded differently? What does the fact that the hotel manager

What should an international company like ford do : If you are in charge of business operations of Ford in Türkiye, what will you be most interested in when Consider the political-economic context?

Analysis for possible international business expansion : Analysis for possible international business expansion, with a critical evaluation of the strengths and limitations of your recommended strategies

Identifying and addressing potential ethical issues : Identify at least one potential ethical issue that may arise from those programs and propose a policy that would address the ethical issue.

Enter the voluntary classification settlement program : What are the requirements to qualify for the recommended option and In making your recommendation you should consider not only the current cost but the ongoing

User Account

All Pages