P2BA44-4
Table of Contents
Case Study
Alexis works as a receptionist for a luxury hotel. A hotel guest rings the reception desk and begins complaining about a problem in the room so Alexis asks him to come down to reception to explain. Ten minutes later, a guest appears at the desk looking frustrated and says that there is a dripping tap in his room and he cannot sleep.Alexis responds saying that unfortunately it is late and she will not be able to send the maintenance man to the room until the morning. She gives the guest some ear plugs and apologises to the man who looks upset and returns to his room. Moments later, Alexis spots the maintenance man starting his shift but decides not to send him as the guest is probably asleep now.The next morning the guest comes down to reception, submits an official complaint and asks for compensation – not only did he have a bad night’s sleep but he also felt that the customer care was very poor.
- If you were Alexis, how would you deal with the complaint and request for compensation?
- Could Alexis have dealt with the situation differently, if so – how?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.