SCENARIO: PROBLEM-SOLVING CASE STUDY SCENARIO

Mr. Alberto approaches the hotel's reception and requests to extend 4 hours of stay but is unwilling to accept extra payment. He had gotten the news that his flight was supposed to depart at 10:00 in the morning but it has been delayed until 19:00 in the evening. Mr. Alberto is 70 years old, and he said that it is difficult for him to wait in the airport for such a long time. He has been informed that the check-out time is 12:00 afternoon and he needed to pay 50% of the daily room rate if he were to stay up till 4 pm. Mr. Alberto also claimed to the receptionist that he has settled his account already and will not pay for the extra 4 hours he requested for. For Mr. Alberto to claim a free extension of 4 hours stay in the room, he mentioned that the hotel service is poor and will make a complaint against it. The receptionist proposed to Mr. Alberto that he can leave his bag with the concierge and enjoy the rest of the time in the lobby. But Mr. Alberto still insisted that he will not pay any extra money for his request and would like to talk to the front desk manager.

Submission of this activity should be in the form of a report in MS Word format.

The report should be properly structured and organized. A proposed format is indicated below.

The report must be included with the final submission of the activity

All submission guidelines must be met as listed above and in this assessment brief on page 5.

For the group case study Problem-Solving report, you are required to fulfill the following requirement:

2.0) Analyze the causes of such incident that had occurred. (4 marks)

2.1) Describe the main reasons that the receptionist must ask the Front Desk Manager to handle such complaints. (4 marks)

2.2) What could be the consequences to the hotel if such problems are not resolved immediately?

(4 marks)

2.3) As a FRONT DESK MANAGER, you must propose at least two (2) workable solutions and explain why Mr. Alberto may accept them. (4 marks)

2.4) What are the recommended training approaches for the Front Desk staff that you would recommend to be able to handle similar situations more appropriately in the future? ( 4 marks)