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  • Name: Haidar M Ghifari NPM: 12619698 CLASS: 4SA03

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    The document discusses a case study about a hotel room that was reported as clean but a guest found it still dirty. When this happens, the receptionist should apologize to the guest for the inconvenience. They should offer the guest amenities like waiting in the cafe or restaurant while housekeeping cleans the room, and provide drinks or food to make the guest comfortable during the situation.

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    The document discusses a case study about a hotel room that was reported as clean but a guest found it still dirty. When this happens, the receptionist should apologize to the guest for the inconvenience. They should offer the guest amenities like waiting in the cafe or restaurant while housekeeping cleans the room, and provide drinks or food to make the guest comfortable during the situation.

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    6 views1 page

    Name: Haidar M Ghifari NPM: 12619698 CLASS: 4SA03

    Uploaded by

    haidar m ghifari
    The document discusses a case study about a hotel room that was reported as clean but a guest found it still dirty. When this happens, the receptionist should apologize to the guest for the inconvenience. They should offer the guest amenities like waiting in the cafe or restaurant while housekeeping cleans the room, and provide drinks or food to make the guest comfortable during the situation.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
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    NAME: HAIDAR M GHIFARI

    NPM: 12619698
    CLASS: 4SA03

    Case Study
    On January 2018, the room number 101 is reported as clean and vacant ready for
    customer. However, when a guest checks in, it is found that the room is still dirty, What
    procedure is given to the guest?

    Answer

    Before that, we (receptionist) must convey our great apologies due to the
    inconvenience situation because guest’s satisfaction must be considered as important. If the
    guest complained due to the dirty room, we should provide the guest a good amenities such
    as tell the guest to wait in the hotel cafeteria or restaurant while the housekeeper clean the
    room. Provide the guest with drink or food to make them comfort from the situation.

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