Case+Study+number+1


 * 1) Robert is the front desk agent of Majestic Hotel. In one of his shifts, he encountered a customer complaint by Mr. Joseph Jackson. Mr. Jackson was not delighted by the fact that he was given a room that does not meet the requirements he has stated in his reservation. He wanted a smoking room near the elevator but ended up in a non-smoking room far from the elevator. Robert checked for an available room with Mr. Jackson’s preferences but was unable to find one. He also found out that there was no note on Mr. Jackson’s reservation regarding the room features he was complaining about. Robert apologized and said that he would not be able to find him another room due to the fully booked status of the hotel. He also told Mr. Jackson that there was no information in the system regarding the room features he requested. “It may not have been added by the reservation’s agent or it might have been an error in our system”, he added. Mr. Jackson went back to his room disappointed.


 * 1) What are the problems in the situation? What do you think caused the problems?
 * 2) What are the right and wrong actions of Robert in handling the situation?
 * 3) How would you have handled the situation if you are Robert?


 * 1) Jennifer was the grave yard shift front desk agent of Hotel Jewel. It was 2 in the morning when Rowena, a guest in room 403 called and asked Jennifer to transfer all her charges to the folio of Mr. Arnold Malos of room 502. She said that they are long time friends and discussed the matter during dinner. Jennifer replied that she needed to confirm it with Mr. Malos before she can transfer the charges. Irritated, Rowena was shouting. “Why do you have to do that? Do you think I’m lying?! Call him now and confirm it! I’ll hold!” Frantic, Jennifer immediately called room 502 and was answered by a sleepy guest. Mr. Malos confirmed that he was indeed taking care of the charges of Rowena however he complained that it was wrong to call him at 2 in the morning just for the confirmation. Jennifer apologized to Mr. Malos and Rowena and transferred the charges as requested.


 * 1) What are the problems in the situation? What do you think caused the problems?
 * 2) What are the right and wrong actions of Jennifer in handling the situation?
 * 3) How would you have handled the situation if you are Jennifer?