The Company Treats their Customer

On call (Conversation)

The customer complaining about the air con

Front desk: Good afternoon, this is Uniclo Hotel, How can I assist you?

Customer: Im having a problem here inside my room and I want it to be fixed now.

Front Desk: No problem Ma’am were ready to serve you

Front Desk: Ma’am before anything else, May I have your name and room number please

Guest: Im chie Martinez from 309

Front Desk: Ma’am can I spell your name for confirmation? Its C for Charlie, H for hotel, I for india and E
echo and M for mike A for alpha, R for Romeo, T for tango, I for India N for November, E for Echo and Z
for Zulu. Did I spell your name correctly?

Guest: Yes, Exactly.

FD: Okay Ma’am Martinez, you’ve said a while ago that you’re having a problem in your room. May I ask
what it is?

Guest: The air condition in my room its smelly and noisy, I cant sleep because of this poor maintenance.

Guest: its so irritating and inconvenient!

FD: Im very sorry to hear that you’re having this kind of situation that cause you. We will do our best to
resolve your concern. And now I will call the technician so, the aircon will be fixed immediately.

Guest: Okay, that’s good to hear that.

FD: Ma’am aside problem with aircon, is there anything else we can assist you?

Guest: No everything was good.

FD: Okay Ma’am Thank you for calling Ma’am Martinez. If ever you need any assistance. Please don’t
hesitate to call us. In UNICLO HOTEL will be happy to serve you. Have a good day!

Guest: Thank u

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How the manager treats their staff (online meeting)

Wonderful day, everyone! I'm here to bring you some good news, as we appreciate you all for your hard
work and dedication to our UNICLO HOTEL. Today is Employee Recognition and Appreciation Day, and I
hope you read the thank you message I left for you. In our teams, we have a lot of good people. As a
result of my feedback, these are the benefits that you may expect to receive.

1st Big surprise Day Off, which you can use to spend time with your family.

2nd Merchandise Reward: If you use it for online purchasing, you can get a $1,000 worth of
merchandise.

3rd Debit & Gift Card, this reward is a cash amount because you all deserve it to spend on yourself.

That's all I have to say; thank you everybody, and I hope we can work together again in the future.
Motivate one another to be more productive, which will enhance job satisfaction and help to build a
more favorable office setting. I'm hoping that by implementing this rewards and recognition program,
we'll be able to enhance employee engagement, which will result in numerous benefits for the
organization, such as higher productivity and engagement

____________________________________________________________________________________

Online :

Ms. Martinez, comment or feedback about the experience in Hotel (Typing)

I had a wonderful experience but some problem with aircon but the staff are do an action immediately
and they are polite. Property is clean and has a fantastic atmosphere.

Managers Feed Back!

Dear Ms. Martinez

First and foremost thank you for taking the time to share your feedback with us.

We would apologize for problem with aircon and inconvenience we may cause you.

Thank you for the some good feedback about our facilities.

As our regular costumer we have a 40 % discount for your next stay cation in our hotel.

We hope you next stay at UNICLO HOTEL will be pleasant journey and looking forward to
welcoming you back again.

This study source was downloaded by 100000860761825 from CourseHero.com on 11-21-2023 03:08:07 GMT -06:00

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 Kind regards

Troy Ivan Hernandez

Guest Reservation Manager

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