LYCEUM OF THE PHILIPPINES UNIVERSITY

COLLEGE OF CRUISE LINE OPERATIONS IN HOTEL SERVICES

QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY

A Case Study: Room for Improvement

Submitted by:

Gatanela, Steffani N

H33-CLOHS

Submitted to:

Mr. Karl Sid Obarra

2 November 2021
 I. Introduction

This paper intends to examine the problems and the intended solutions for the actions of the

Hospitality Inn desk agent and Monique Kazer who works as a salesperson for a company that

sells audiovisual equipment for convention hotels and centers. Monique Kazer is the kind of

employee who are often spend a lot of time on the road while eats late at night just to complete

her responsibilities despite of suffering from asthma and extremely sensitive to cigarette smoke

therefore she always asks for a nonsmoking room when she stays at a Inn. Ms. Kazer went to the

Hospitality Inn where her firm did business which part of a major network and offered a huge

discount. After checked-in, she looking forward to receive excellence service at the Hospitality

Inn that seeks to exceed her expectation. Nevertheless, when she examined the door for a no-

smoking sign, as she always do whenever she staying at a hotel or motel, but when she walked in

at the door she smelled cigarettes with air-freshener spray that made her nauseous which caused

her throat began to close up and coughing. As a result, she dashed out the door and returned to

front desk while shouting. When she arrived at the front desk, she saw desk agent named Hyun

Cho who are busy talking to the phone with a friend and give Ms. Kazer a few glances but the

desk agent kept talking on the phone. Subsequently, Ms. Kazer wasn’t in the mood to wait her

turn, she decided to go the counter and grabbed the desk agent phone and hung it up by herself.

From there, they gaining attention which Ms. Kazer started to complaint about making a

reservation for a non-smoking unit however, they give a room unit with filled of cigarette smoke.

After she began to discuss her complaint, she was discovered that her room 315 was recently

become a non-smoking room. Ms. Kazer insist that she wants to move to a non-smoking room,

but unfortunately there were none available rooms at that night or rather she wants a refund but
the company policy has a rule of no cancellations or refunds after midnights. As a result, she

walked out into the establishment still coughing, exhausted, and defeated.

II. Problem/s identified

According to the Dimitriou (2012), over the last few years, the number of different unethical

dilemma has been risen in the hotel industry. In this case study paper, the housekeeping

department and even the desk agent did not examined the room again for Ms. Kazer when she

arrived at the Hospitality Inn. As a result it has risen a problem to Ms. Kazer’s health condition

that was caused by the cigarette smoke scents of the room. Moreover, the desk agent named

Hyun Cho made an unethical gestures which made Ms. Kazer fuming because of disregarding

her complain. Along with this, the desk agent employee did not put the guest first and. rather

than promptly addressing the guest problem, the desk agent continued with his unprofessional

approach and made the guest wait an unreasonable amount of time. As well as the verbal

argument between Ms. Kazer and desk agent was also unprofessional interaction. Furthermore,

the more unethical gestures of hotel employee in the scenario is that guest depart feeling defeated

for not able to refund her money and the scenario itself. The desk agent did not even apologize

for her unprofessional practices and she did not offer a replacement services that makes Ms.

Kazer feel better about the bad services that she get from the Hospitality Inn.

III. Alternative Courses of action

The paper aims to give alternative courses of action to the identified problem in the case

study entitled “Room for Improvement”

 1. The hotel management

2. To ensure that the room is smoke-free, the hotel management should not allow immediate

use of the room. They should have cleaned the room fully instead of just spraying it with

air freshener.

3. The housekeeping department and even the desk agent did not examined the room again

for Ms. Kazer when she arrived at the Hospitality Inn

2. The hotel management should provide proper training and system for the hotel staffs

Alternative course of action/s

1. We ought to keep our customers and guests engaged and comfortable with our services in every
industry. Our mission is to provide the service that our guests need and deserve. When it comes to their
concerns and grievances, we need to take immediate and appropriate action. In our business, service
quality is critical for gaining customer satisfaction and loyalty

Pros: This will give you an edge in attracting and touching the hearts of your guests, and providing them
with high-quality service will result in customer loyalty to your business/company.

Cons: Some customers, especially loyal customers or VIPs who are already established in the
establishment and expect special treatment, will go beyond their limits when it comes to how they
interact with the company's staff and employees.

2. We should not engage in any unprofessional practices or activities during working hours as a
professional employee. In this situation, as a desk agent, he or she should be aware of his or her
interests, and our main concern in the hospitality industry is our guests. Furthermore, our primary
objective and goal during working hours is to fulfill our roles and obligations as employees of the
company/establishments. To keep ourselves away from distractions, we must put items aside that are
unrelated to our job.

Pros: As a company/business staff, we have various and distinct roles and obligations that we must fulfill
and achieve on a daily basis; remaining focused on our workloads will greatly improve the quality results
and the quickest work.

Cons: Some workers are so anxious to finish their job ahead of schedule that they ignore the clock and
skip lunch or dinner, putting them at risk of illness or health issues.

3. The desk agent can immediately stop/suspend whatever he or she is doing and assist and satisfy the
guest with her or his concerns and grievances so that they can be addressed as quickly as possible to
prevent more conflict and problems.
Pros: We need to make sure that our guests are our top priority in the hospitality industry. Giving them
high-quality service and making them happy and pleased with their experience would increase and win
the establishment's customers' loyalty.

Cons: The front desk agent is responsible for a variety of tasks, including managing reservations and
guest calls. If the desk agent is already dealing with important questions and grievances and is unable to
accommodate another guest in this regard, it can create confusion for her/him, leading to
misunderstandings and misinformation.

2. Problem/s identified
Identify the problem/problems encountered in the case. Choose one major problem for your case
study.
3. Alternative Courses of action
For the chosen problem, identify at least three courses of action and the pros and cons of the said
action.
4. Recommended Solution
Based on your analysis, recommend the best solution to a problem identified

Custmer satisfac

Customer satisfaction is a corporate strategy that focuses on creating value for customers by
anticipating and managing their needs, as well as demonstrating the capacity and responsibility to meet
those demands. Customer satisfaction and service quality are essential components in any business's
success (Domonici, 2010). "Customers are the objective of what we do," Zairi (2003) remarked, "rather
than their depending on us, we very much rely on them." Because the client is not the source of a
problem, we should not wish for them to 'go away,' because our future and security will be
compromised."

Customer satisfaction is a business philosophy which tends to the creation of value for customers,
anticipating and managing their expectations and demonstrating ability and responsibility to satisfy their
needs. Qualities of service and customer satisfaction are critical factors for success of any business
(Domonici, 2010). Zairi, (2003) said that “customers are the purpose of what we do rather than they
depending on us, we very much depend on them. The customer is not the source of a problem, we
shouldn’t perhaps make a wish that customers ‘should go away’ because our future and our security will
be put in jeopardy”.

Enterprises which are able to rapidly understand and satisfy customer’s needs, make greater profits
than those which fail to understand and satisfy those (Dominici, 2010). Since the cost of attracting new
customers is higher than the cost of retaining the existing customers, implementing effective policies of
customer satisfaction and loyalty is needed. This is especially true in the hospitality industry. The
importance of customers has been highlighted by many researchers and academicians. Zairi, (2003) said
that “customers are the purpose of what we do rather than they depending on us, we very much
depend on them. The cus

https://ttu-ir.tdl.org/bitstream/handle/2346/46925/DIMITRIOU-DISSERTATION.pdf?sequence=1