1. What particular quality level does the problem of Mr. Brey Ong occurred? Explain.

People who travel often know that hotel service isn't always as seamless
as they've grown to expect. Furthermore, people who do travel a lot tend to
notice some things that regular customers maybe wouldn't. Hotels that do
everything in their power to prevent common problems from occurring have a
better chance of retaining their customers and keep an undamaged
reputation. It's vital for hoteliers to know how to deal with every situation and
train their staff to be up to the task if any of the problems occur. In this case, the
quality levels that the problem of Mr. Brey Ong occurred was the quality of
service of the hotel, their process and also the individual involve (staff).
Problems are; not availability of the check-in service room because their
connecting flight was delayed, so they did not arrive at their final destination at the
airport, and Mr. Brey assumed that he would be able to secure their room while
waiti ng for the luggage , man power, Skilled labour shortage, staff turnover
and Irregular working hours ; the problem is that they waited for so long 20-
30 minutes since there is only one front desk on duty because one of the front
desk clerks was apparently going off duty, and when he ask for assistance with
their luggage no one staff is available at that time, and another problem is with
their room because the door would not open.

2. How should quality be defined in a hospitality industry like a hotel? How would
you assess the quality of Excellent Hotel? Describe briefly.

We all know that the service quality plays an important role as a driver for
higher customer satisfaction level in hotel service and other industry. Managers
would focus on Empathy, Reliability, Responsiveness, and Assurance to achieve high
degree of customer satisfaction which leads to customer loyalty and business profit.

3. What proposals should Gilda Serra recommend to the general manager

considering the complaint of Mr. Ong? Discuss

The work that comes with hotel management is not always easy. Hotel
managers are often forced to juggle a number of tasks at any given time from
making sure that the books rebalanced to ensuring that everything is running
smoothly. The whole purpose of the industry is to keep customers happy. But the
margins are now decreasing. Keeping customers happy is not enough anymore. As a
Hotel Manager, you need to find ways to delight customers now .You would need to
find a way to bridge the gap between perception and actual delight.