The case of Missing Reservation

By,
Abhishek
Vishnu Sankar
Vaishnav
SUMMARY
• Donna's family together with another family always attended
Easter brunch located at a downtown hotel.
• Donna always used to make a reservation on the said hotel; she
called for a reservation about three weeks prior to the 11:30
Easter.
• Donna's family arrived at the hotel twenty minutes before 11:30
to make sure that they will be seated early.
• At their arrival the hostess said that did they not have a
reservation.
• The hostess gave their reserved chairs to other guest because she
expects that guest sometimes failed to show.
• Their family was eventually seated but was not happy at all of
what they have experienced.
• Were the hostess's actions consistent with a customer-focused
quality philosophy? What might she have done differently?
The hostess’s action is not consistent with a customer-focused
quality philosophy. She did not speak politely to the guests and is
not at all hospitable. The hostess looks like she doesn’t want to
address the problem at hand and is dismissive of the couple,
especially when they asked to talk to the manager, it is quite rude
to just turn around to do other tasks instead of helping to
accommodate the family. She could have been more
understanding of the situation and offered the family snacks
while waiting. And instead of telling them to go wait at the lounge
area, she could have accompanied them and assured the family
that they will be seated and that they will try to see what went
wrong and address the issue. The hostess could have also own up
to the mistake and apologized of the inconvenience Mark and
Donna experienced.
• How would you have reacted to the letter that Mark received?
Could the Total Quality Lead have responded differently? What
does the fact that the hotel manager did not personally respond
to the customer tell you?
If I were Mark, I would be a bit disappointed on how they
responded to my letter. Yes, I acknowledge the fact that they have
validated my concerns and guaranteed that they will improve their
service in the future and make sure it won’t happen again. But, it
is unsatisfactory that they did not bother to apologize
Thank You..