please answer discussion questions from case study

The Case of the Missing Reservation Mara, and their children, along with her fam radionally attend Easter bunchalar down they arrived 20 minutes prior to the 11:30 reservation are being seated early. When they arrived, how hord This year, as in the past, Donna called and ever, the hosted that they did not have a reserva CASES made reservation about three weeks prior to Easter Behalf the party consisted of small children, Looking back at our records we did not show a reservation on the books for your family. I have address your comments with the appropriate department head so that others will not have to experience the same inconveniences that you did Thank you once again for sharing your thoughts with us. We believe in a philosophy of continuous improvement, and it is through fredback such as yours that we can continue to improve the service to our guests. Discussion Questions 1 Were the hostess's actions consistent with a customer-focused quality philosophy? What might she have done differently? 2. How would you have reacted to the letter thar Mark received? Could the Total Quality Lead have responded differently? What does the fact that the hotel manager did not personally respon to the customer tell you? sion. The hostess explained that guests sometimes fail to show and that she would probably have a table available for them before long. Mark and Donna were quite upset and insisted that they had made a re- ervation and expected to be seated promptly. The host- es nold them, "I believe that you made a reservation, but I can't seat you until all the people on the reserva tion list are scated. You are welcome to go to the lounge for complimentary coffee and punch while you wait. When Mark asked to see the manager, the host- es replied, "I am the manager," and turned to other duties. The party was eventually seated at 11:45, but was not at all happy with the experience, The next day, Mark wrote a letter to the hotel manager explaining the entire incident. Mark was in the MBA pro- gram at the local university and was taking a course on total quality management. In the class, they had just stud- ind issues of customer focus and some of the approaches used at The Ritz-Carlton Hotel, a two-time Baldrige Award winner. Mark concluded his letter with the state- ment, "I doubt that we would have experienced this situa- tion at a hotel that truly believes in quality." About a week later, he received the following letter: We enjoy hearing from our valued guests, but wish you had experienced the level of service and accom- modations that we strive to achieve here at our hotel. Our restaurant manager received your letter and asked me to respond as Total Quality Lead. WWV ONE aid OVIDO HIV SYD - THIS