Question #3: Slide # 32 - Situation scenario: What do you "Front Desk Agent" do? (2 mark) Question #4: Slide #32 - Situation scenario: What does the Manager do? (5 marks) Question #5: Slide #132 - Do you need to compensate this guest? If so, what would it look like? (4 marks) Question #6: Provide an example of each scenario and a solution. Is compensation required? If, so, what does it look like? (2 marks per box) atuation: HHRO Red Carel Example A Solution Solution: - We are Tom Farmer and Shane Atchison of Scattle. Washington. - We held guaranteed, confirmed reservations at the DoubleTree Club for the night of November 14-15. - These rooms were held for late arrival with a major credit card. - Tom is a card-carrying Hilton HHonors Gold VIP... - Yet when we arrived at 2:00am... we were refiesed rooms! Refused Rooms... Even When We're "Confirmed" and "Guaranteed"? - Mike, your Night Clerk, said the only rooms left were off-limits because their plumbing and airconditioning had broken! - He'd given away the last good rooms three hours ago! - He'd done nothing about finding us accommodation elsewhere! - And he was deeply unapologetic! If 3t-1-prod-fleet02-xythos,content blackboardcdn.com "Most of our guests don't arrive at two o'clock in the moming." 2,08 am, November 15, 2001 Fypluiner aty ar wa We Discussed With Mike the Meaning of the Term "Guarantee." guar'an'tee (g r n-t ), n. Something that assures a particular outcome or condition: Lack of interest is a guarantee of failure. A procnise or an assurance, especially one given in writing. that attests to the qualiry of diarability of a product or service (Save this for your future reference) Mike Didn't Much Care. - He seemed to have been betting that we wouldn't show up. - When we suggested that the least he should have done was line up other rooms for us in advance. . Mike bristled! "I have nothing to apologize to you for." 2:10 am, November 15,2001 Equaling whr we were whoter fockins worret hatious for an Mike Wasn't Too Optimistic About Finding Us a Place to Sleep. - 2:15 in the morning is a heck of a time to start looking for two spare hotel rooms! "I don't know if there ARE any hotel rooms around here... all these hotels are full." 2:12 am, November 15, 2001 ber men kasese in 18 ation Mike Finally Found Us Rooms Here. - Shoney's Inn \& Suites is a dump. - It is six miles further away from downtown Houston, which makes a difference in morning rush-hour traffic. - Had we wanted to stay at Shoney's, we would have called them in the first place. - We could only get smoking rooms