Solution to Question 3
In the capacity of senior manager I will do several things. First in relation to the incident mentioned in the case study I will apologise to the customers. I will do whatever it takes to appease and satisfy them. Perhaps give them a discount for a future stay or to offer them some premium service at a lower cost or even offer it to them for free. I will intimate to the customer that sometimes discrepancies arise however we are committed to satisfying the customer. Then I will make an investigation in to the managerial faults which lead to the ultimate dissatisfaction of the customers. I will implement policies and procedures to prevent such mishaps from occurring in the future. In the case withI the confusion of the telephone bill. I will ensure that our material on the billing procedure is clear and unequivocal. On the issue related to umbrellas I shall first ensure that Umbrellas are available for complimentary loan. And in the case they are not I shall advise the management to provide them to the customer. And should that not be possible advise them to be honest with the customer from the very start. In the case where the customers were provided the more expensive luxury service. I shall make it clear to the valet service that they are to inform the customer off all they options available to them. And to not attempt to influence the customers decision through deceit of any kind. Be it in the form of providing partial information. The customers should be informed of all the options available to them. The customer should be left to make their own decision based on their own budgets. Finally I would strive to enforce the ten strategies discussed above. For it these strategies that will ultimately lead to creating lasting customer relations and creating repeat customers. The effectiveness of these strategies cannot be emphasised enough. They are vital to the success of any hotel, particularly one that provides itself in providing superior customer service. If these policies are implemented then the managing customer relations and quality not only becomes easy but it also becomes effective in increasing business profit through returning customers.