“The Case of the Missing Reservation” Answer the questions at the end of the case. Please include a Cover and Reference page. Please submit no more than 2 pages and no less than 1 complete page.<\/p>\n
The Case of the Missing Reservation
\nMark, Donna, and their children, along with another family, traditionally attended Easter
\nbrunch at a large downtown hotel. This year, as in the past, Donna called and made a
\nreservation about three weeks prior to Easter. Because half the party consisted of small
\nchildren, they arrived 20 minutes prior to the 11:30 reservation to ensure being seated
\nearly. When they arrived, however, the hostess said that they did not have a reservation.
\nShe explained that guests sometimes failed to show and that she would probably have a
\ntable available for them before long. Mark and Donna were quite upset and insisted that
\nthey had made a reservation and expected to be seated promptly. The hostess told them,
\n\u201cI believe that you made a reservation, but I can\u2019t seat you until all the people on the
\nreservation list are seated. You are welcome to go to the lounge for complimentary coffee
\nand punch while you wait.\u201d When Mark asked to see the manager, the hostess replied, \u201cI
\nam the manager,\u201d and turned to other duties. The party was eventually seated at 11:45,
\nbut was not at all happy with the experience.
\nThe next day, Mark wrote a letter to the hotel manager explaining the entire
\nincident. Mark was in the MBA program at the local university and taking a course on
\nquality management. In the class, they had just studied issues of customer focus and some
\nof the approaches used at The Ritz-Carlton Hotel, a 1992 and 1999 Baldrige Award
\nwinner. Mark concluded his letter with the statement, \u201cI doubt that we would have
\nexperienced this situation at a hotel that truly believes in quality.\u201d About a week later, he
\nreceived the following letter:
\nWe enjoy hearing from our valued guests, but wish you had experienced the level
\nof service and accommodations that we strive to achieve here at our hotel. Our
\nrestaurant manager received your letter and asked me to respond as Total Quality
\nLead.
\nLooking back at our records, we did not show a reservation on the books
\nfor your family. I have addressed your comments with the appropriate department
\nhead so that others will not have to experience the same inconveniences that you did.
\nThank you once again for sharing your thoughts with us. We believe in a
\nphilosophy of \u201ccontinuous improvement,\u201d and it is through feedback such as yours that
\nwe can continue to improve the service to our guests.
\nDiscussion Questions
\n1. Were the hostess\u2019s actions consistent with a customer-focused quality
\nphilosophy? What might she have done differently?
\n2. How would you have reacted to the letter that Mark received? Could the Total
\nQuality Lead have responded differently? What does the fact that the hotel
\nmanager did not personally respond to the customer tell you?<\/p>\n","protected":false},"excerpt":{"rendered":"
“The Case of the Missing Reservation” Answer the questions at the end of the case. Please include a Cover and Reference page. Please submit no more than 2 pages and no less than 1 complete page. The Case of the Read More …<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"class_list":["post-434065","post","type-post","status-publish","format-standard","hentry","category-essay-paper-writing"],"_links":{"self":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts\/434065","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/comments?post=434065"}],"version-history":[{"count":0,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts\/434065\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/media?parent=434065"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/categories?post=434065"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/tags?post=434065"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}