Contingency for Failure, Research Paper Example

The desk clerk did the right thing in pre-booking a room at another hotel and paying for the first night. This should curtail some of the anger and edge from unhappy customers. The desk clerk should have also tried to get a discounted rate for the family, since they had to go through such a hassle of changing hotels, and taking taxis too and from the original hotel. The front desk clerk did not get a chance to tell Mr. Ward that their calls and messages would be forwarded. The hotel should have tried to relocate the entire family to the same hotel in order to keep them together since this seems to be what Mr. Ward wanted, or at least, what his parents wanted for their 50^th anniversary.

The front desk clerk should have offered a “walk letter” for charges (taxis, room services, etc.) to be billed to the Colonnade. This was not, and it could have been the thing to appease Mr. Ward. Also, the hotel didn’t try to re-book Mr. Ward and his family the next day – this should have been done; also, they should have received an upgraded room free of charge. Once this is done, the family should have opened the doors to this room and seen a personal letter from the manager apologizing for any frustration this caused the family. A lot of what happened could have been handled better. Also, since Mr. Ward is writing a letter to the manager of the Colonnade, it seems that the manager wasn’t made of aware of this failure until the next day, or several days later which is well past the protocol for such things. If the family was forced to stay at a different hotel then a personal letter should have been sent to their new hotel room the very next day.

References

“Responding to a customer complaint.” (n.d.). Colonnade Hotel and Resort. Retrieved from http://www.bizcominthenews.com/colonnade