CASE STUDY 303 The following script fictionalizes a conversation between a front desk clerk, a guest, and a house- this man how professional we are. Like last keeper. Several students should act the roles; the quarter we won an award or something from remaining students should observe and analyze the the home office. communications. Bertha Mac: Sir, good day to you. Did you have Betty Kaye: Good morning, Mr. Jenkins, did you some problems last night? We at The Times have a restful night at The Times Hotel? Hotel pride ourselves in providing clean rooms. Wasn't your room clean? Mr. Jenkins: Well, thanks for asking, but your Mr. Jenkins: Yes, my room was clean, other than place has problems. the grimy-looking towels. But it didn't work Betty Kaye: You don't say! Not many people tell right! us that. Like what? Betty Kaye: We have to get the maintenance peo- Mr. Jenkins: Like what! Have you ever had a ple here to get things straightened out for your window that wouldn't close and keep the rain next visit. Hope you will be back the next time. out? Or a faucet in the sink that wouldn't stop dripping? And those towels were grimy! Mr. Jenkins: Next time I will stay at your com- petitor's property where their advertising says Betty Kaye: Look who's here-Bertha Mae, the "We hear our guests." housekeeper from your floor. Bertha Mae, tell CASE STUDY 303 The following script fictionalizes a conversation between a front desk clerk, a guest, and a house- this man how professional we are. Like last keeper. Several students should act the roles; the quarter we won an award or something from remaining students should observe and analyze the the home office. communications. Bertha Mac: Sir, good day to you. Did you have Betty Kaye: Good morning, Mr. Jenkins, did you some problems last night? We at The Times have a restful night at The Times Hotel? Hotel pride ourselves in providing clean rooms. Wasn't your room clean? Mr. Jenkins: Well, thanks for asking, but your Mr. Jenkins: Yes, my room was clean, other than place has problems. the grimy-looking towels. But it didn't work Betty Kaye: You don't say! Not many people tell right! us that. Like what? Betty Kaye: We have to get the maintenance peo- Mr. Jenkins: Like what! Have you ever had a ple here to get things straightened out for your window that wouldn't close and keep the rain next visit. Hope you will be back the next time. out? Or a faucet in the sink that wouldn't stop dripping? And those towels were grimy! Mr. Jenkins: Next time I will stay at your com- petitor's property where their advertising says Betty Kaye: Look who's here-Bertha Mae, the "We hear our guests." housekeeper from your floor. Bertha Mae, tell