P5DMALC6-1
Table of Contents
Case Study
Irene is the manager of The Elysmore hotel in Mayfair, London. She regularly listens to incoming calls to the reservations team to ensure staff are communicating appropriately with customers. During a conversation between a potential customer and a member of the reservations team, Benji, she hears the following exchange: Customer: Please may I book a standard room with a double bed for me and my partner on Saturday 1st December for one night? Benji: Yes, certainly Sir – let me just check availability {pause} Good news, there are a number of rooms available for the 1st December. The price is £95 for one night. Would you like to continue with the booking? Customer: Yes, please. Benji: Excellent. Could I please take your name and the name of your partner? Customer: My name is Denis Odem and my partner’s name is Carl Wright. Benji: {pause} Did you say you wanted a double room? The price for two single rooms is £80 each. Customer: I would like a double room for my partner, and me, yes. Benji: I have just checked the system again and unfortunately we are now fully booked. Goodbye.
- Has Benji discriminated against the customer directly or indirectly here?
- What action should Irene take?
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.