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"Provide an example of a problem that a Guest might encounter in our hotel and how you would Make it Right for the Guest."

a) Guest lost their luggage, and make it right by finding it for them
b) TV in the room is not working, and make it right by explaining they need to fix it themselves
c) Air conditioning is too cold, and make it right by providing a space heater
d) Noisy neighbors, and make it right by telling the guest to handle it on their own

1 Answer

4 votes

Final answer:

Providing effective solutions for issues such as a non-functional TV by either fixing the problem or relocating the guest, handling complaints about noisy neighbors professionally, and assisting with locating lost luggage illustrate proactive and customer-centric responses that ensure the comfort and satisfaction of guests.

Step-by-step explanation:

One example of a problem that a guest might encounter in a hotel is finding that the TV in their room is not working. A guest expects a fully functional room, so it's the hotel's responsibility to ensure all amenities are in working order. Correcting a guest's issue with the TV would involve first apologizing for the inconvenience, assessing the situation by checking if the TV is properly plugged in and if all settings are correct, and if unable to resolve the issue quickly, offering to move the guest to another room or sending a technician to fix the problem. It is important to ensure the guest does not feel burdened with resolving these types of issues themselves.

If the guest complained about noisy neighbors, a suitable response would be to apologize for the disturbance, assure them that their comfort is a priority, and then promptly address the noise issue by contacting the neighbors or offering the guest an alternative room if available. The hotel staff should handle this situation rather than asking the guest to address it personally.

For situations like a guest's lost luggage, the hotel should assist by searching the property and checking with staff members who might have seen the luggage. It would also be beneficial to coordinate with any transportation services the guest used that may have resulted in the lost luggage. Offering to replace essential items while the search is ongoing could be another way to make it right for the guest.

User Smassey
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