I just two responses on my peers post
Case Study 3, Ch. 6 1. How did Nick handle the situation? Nick handled the situation with so much patience and understanding; while not many people may have held themselves the same way when faced with such an angry guest yelling at them. From the constant self reminders that the Mr. Walker is just releasing built up anger at the situation and not at him to writing a detailed list of the issues Mr. Walker will have to face switching hotels last minute. I have seen managers/employees who reach a point where they feel as though everything thrown at them [by a customer] is a personal offence and escalate the scene without truly meaning to. 2. Is the guest always right? The guest is not always right. In Mr. Walker's case, he was already agitated and finding out last minute that he may not be able to stay his first night at his regular hotel was just the last straw. The way he expressed is irritation was not great, but could be understandable to a degree. Although, there are guests who may be outrageously inappropriate and demand more then what the hotel is able to provide for them. This can go for any customer service based employment. I have several friends who worked at Starbucks in high school/early college and the amount of people who yelled at them or threw hot coffee at them was appalling. This was just over coffee/refreshers. I can not imagine the amount of attitude and guest abuse that employees working in places like hotels face. 3. What were the keys to turning a potential disaster into an opportunity? One key element in turning a potential disaster into an opportunity is listening for the actual issue that is coming from an unforeseen circumstance. There are few things in customer service that can not be rectified or, at the very least, give way for varying options on how to solve the real issue. Take into account the case study, Mr. Walker was yelling, cursing, and directing all of this to Nick; but as Mr. Walker was yelling, Nick was listening. While Mr. Walker could have definitely said it in a more polite manner, he listened to the real concerns Mr. Walker had with switching hotels and how that could mess up his whole business. Another thing key thing is that the effort of trying to find alternative solutions is shown to the guests. People not directly in the business do not know what happens behind the scenes, they only see what is shown to them upfront. Making it known that there is effort being put into making sure the guest is taken care of properly may expel some of that misdirected anger. 4. What are the revenue management implications of dealing with a guest such as Mr. Walker? The revenue management implications of dealing with a guest such as Mr. Walker is that not everyone can do it, but people can certainly try. Nick was able to keep a calm, levelheaded mindset with constant self-reassurance that there are available alternatives to this situation and nothing being said is anything personal. Provide as great of a customer service experience as you can do and if that means the hotel has to spend a little extra time and money to keep a loyal, regular customer happy. so be it. In the long run, you will generate more revenue that was lost that one night because that regular will keep coming back; and may even tell their other coworkers, friends, or family about the overall positive outcome to an otherwise unfortunate situation. My response- 150 words Post 2 Read Case Study 3 at the end of Chapter 6 and answer the 4 questions. 1. How did nick handle the situation? Nick handled the situation professionally and was extremely helpful to Mr. Walker. He took notes in regard to the needs that Mr. Walker had so that he didn’t forget anything. Nick made an extraordinary effort and keep you Mr. Walker a loyal guest by accommodating all his requests and follow up with them as well. Nick took corrective measures so that it didn’t lead to end desirable outcomes. 2. Is the guest always, right? In this case, Mr. Walker is right because he came in thinking he had a room ready for him to relax and after a hard day however that was not the case and was sent to a different hotel. The guest didn’t have the right to get upset or to vent at the employee, Nick, because it was out of Nick’s hands. Nick handled the guest to make him feel like he was right, and Nick gave him choices whereas the best choice was the one Mr. Walker made by going to the other hotel. It was Nick who made Mr. Walker feel like it was the correct decision because Nick tried to turn a conference office into a hotel room since Mr. Walker didn’t want to go to the other hotel at first. 3. What were the keys to turning the potential doubt disaster into an opportunity? There are many keys to turning potential doubt disasters into opportunities like taking corrective actions, preventative measures, and keeping track of capacity management within the hotel. Nick had a cab waiting for Mr. Walker to take him to his room at the other hotel, he made sure to put a rush on his suitcase to the other hotel, as well as forward any messages, calls, and miscellaneous messages for Mr. Walker, were all taken care of as well as followed up on to make sure that he was accommodated. He made sure that all of Mr. Walker’s deliveries as well as his ride to his work the following day was waiting for him so that Mr. Walker wasn’t inconvenienced any further. These were the keys that neck took initiative and making sure that this didn’t turn into an opportunity of disaster but an opportunity to keep a loyal guest. 4. What are the revenue management implications of dealing with the guests such as Mr. Walker? The revenue management implications of dealing with guests such as Mr. Walker accommodating a greater service level in order to diffuse the inconvenience as well as reduce any chances of further irritating guests. So, upgrading a room or sending a platter of cheese that accompanies a bottle of wine to a guest, will help with revenue management because it’ll keep that guest loyal and coming back instead of losing their business dude poor service levels. Some examples are the taxicab fare and the upgraded suite for the following night. My response- 150 words Case Study 3, Ch. 6 1. How did Nick handle the situation? Nick handled the situation with so much patience and understanding; while not many people may have held themselves the same way when faced with such an angry guest yelling at them. From the constant self reminders that the Mr. Walker is just releasing buil t up anger at the situation and not at him to writing a detailed list of the issues Mr. Walker will have to face switching hotels last minute. I have seen managers/employees who reach a point where they feel as though everything thrown at them [by a custom er] is a personal offence and escalate the scene without truly meaning to. 2. Is the guest always right? The guest is not always right. In Mr. Walker's case, he was already agitated and finding out last minute that he may not be able to stay his first nig ht at his regular hotel was just the last straw. The way he expressed is irritation was not great, but could be understandable to a degree. Although, there are guests who may be outrageously inappropriate and demand more then what the hotel is able to prov ide for them. This can go for any customer service based employment. I have several friends who worked at Starbucks in high school/early college and the amount of people who yelled at them or threw hot coffee at them was appalling. This was just over coffe e/refreshers. I can not imagine the amount of attitude and guest abuse that employees working in places like hotels face. 3. What were the keys to turning a potential disaster into an opportunity? One key element in turning a potential disaster into an op portunity is listening for the actual issue that is coming from an unforeseen circumstance. There are few things in customer service that can not be rectified or, at the very least, give way for varying options on how to solve the real issue. Take into acc ount the case study, Mr. Walker was yelling, cursing, and directing all of this to Nick; but as Mr. Walker was yelling, Nick was listening. While Mr. Walker could have definitely said it in a more polite manner, he listened to the real concerns Mr. Walker had with switching hotels and how that could mess up his whole business. Another thing key thing is that the effort of trying to find alternative solutions is shown to the guests. People not directly in the business do not know what happens behind the scen es, they only see what is shown to them upfront. Making it known that there is effort being put into making sure the guest is taken care of properly may expel some of that misdirected anger. 4. What are the revenue management implications of dealing with a guest such as Mr. Walker? The revenue management implications of dealing with a guest such as Mr. Walker is that not everyone can do it, but people can certainly try. Nick was able to keep a calm, levelheaded mindset with constant self - reassurance that there are available alternatives to this situation and nothing being said is anything personal. Provide as great of a customer service experience as you can do and if that means the hotel has to spend a little extra time and money to keep a loyal, regular customer happy. so be it. In the long run, you will Case Study 3, Ch. 6 1. How did Nick handle the situation? Nick handled the situation with so much patience and understanding; while not many people may have held themselves the same way when faced with such an angry guest yelling at them. From the constant self reminders that the Mr. Walker is just releasing built up anger at the situation and not at him to writing a detailed list of the issues Mr. Walker will have to face switching hotels last minute. I have seen managers/employees who