hotel has an automatic wake up call system, it means a guest orders a wake-up call and a receptionist puts this in the front office computer system. When a wake-up time comes round a telephone ring in a guest room. If a guest picks up, this has been registered in the telephone system. If a guest does not answer, a redialing repeats in 1 minute again and so 3 times in turn.

A receptionist should observe a telephone system and inform a bell boy in case a guest does not answer a wake-up call after 3 times. In such situations a bellboy has to be sent to guest room to wake up a guest by knocking at the guests room door. If there is still no answer a security man is allowed to open the door by his master key.

Mr. Moha a regular guest - a business man from Moscow had his flight at 7.00 a.m., so he asked for a wake-up call at 5 a.m. At 8 a.m. he appeared at the reception and complained that he had not been woken up and required a hotel to obtain a new ticket as well as to pay for it.

A wake-up system was checked and register showed that Mr. Moha had picked up the receiver after the first wake up call. Obviously, he picked it up automatically and fell asleep again.

Despite of the fact that a receptionist did everything according to internal standards, a guest considered that a five-star hotel should have paid more attention to the guests.

Main questions:

1. How should the situation be resolved?

2. What could the receptionist have done to forestall this accident?

Points to consider and to fix in the answer:

A clear statement of procedures and responsibilities of receptionist and other involved employees

A hotel policy in connection with regular guests

A hotel responsibility in similar cases

#prepare a report