THIS QUESTION IS ABOUT CUSTOMER SERVICE

CASE 8

THE GREEN EARTH HOTEL

The Green Earth Hotel is a concept that offers lodging in a sustainable manner while striving to offer as high of a level of service as possible. They offer such common sustainable features as:

Earth-friendly construction

Paperless front desk

Air drier in place of hand towels

Options for changing towels and sheets on beds

Skin-care dispensers

Water-saving devices

Optimal use of natural lighting

Energy-efficient light bulbs

These Earth-friendly features have been a major selling point to the guests. It has also reduced labor and utility costs. In addition to being Earth-friendly, however, they also want to deliver the highest level of guest satisfaction possible. Because they are paperless, they collect comments from their guests verbally and electronically. Recent guest surveys have shown that guests at the Green Earth Hotel have considered the level of service to be lacking. The compost pile behind the hotel smells in the summer months and is attracting many pests. There have been several comments regarding the use of gray water in the toilets. Some guests are not accustomed to this and consider it to lessen their experience. The management is dedicated to providing a sustainable experience, but they also want the guests to feel appreciative of their cause while enjoying their experience.

1. Is it possible to be both Earth-friendly and guest-friendly?

2. What changes could the hotel make to improve guest satisfaction?

3. What do you believe is the future of balancing Earth-friendly and Guest-friendly?