Chapter 12 Property Operation and Maintenance 437 On ed Or ch e REAL WORLD HOTEL CHALLENGES (12.1) The telephone is ringing off the news. Satellite reception was down. what steps would you take to inform hook!" Jerry Bailey, the front-office It was not an equipment failure on the manager, told Bella Ray, the hotel's hotel's part, but rather the satellite ser- guests and your hotel staff? GM. "I called maintenance, and they vice provider was experiencing equip 2. Why is it important for all affected employees to be aware of the repair said they were looking into it." ment difficulty. The chief engineer had status of the televisions? it was a complete outage of the sat- just gotten off the telephone with the 3. What should the front desk say to a elite system used to deliver television provider to report the problem, and their guest who calls requesting a televi- reception to the hotel. The pay-per-view representative estimated a repair time sion repair? features of the hotel that were satellite of between 2 and 24 hours. Until the 4. What would you do it, the next day. based still worked, but the free-to-guest problem was fixed, there would be no after the television channels were channels were completely down, and free-to-guest channel reception. Bella working again, a guest demanded a guests were calling the front desk to hung up the telephone and went to talk full refund for the prior night's stay complain or to request a repair on their with Jerry about what to do next. because he or she had missed a television sets. favorite weekly television show and 1. Given that the televisions may be Bella picked up the telephone, called your hotel features a "100% guest out for a significant amount of time, the chief engineer, and got the bad satisfaction guarantee