Question

The New Hotel Of Marseille has 2 different meeting rooms named Honorine and Zoe. In Honorine, there is a meeting for a pharmaceutical company while in Zoe there is a meeting for an insurance company. The reception team was well informed about the pharmaceutical meeting but not the insurance’s, every time a person asks the reception for the meeting location, they were immediately sent to Honorine. Two of the participants came back to the front desk and they were very upset about being sent to the wrong place, when asking about why they were not sent to the correct meeting, the receptionist politely replied and informed them that based on the information he had, there is only one meeting at the hotel today, but the guests insisted that their company organized a meeting at the hotel, so the reception showed his understanding and apologized about the misunderstanding and immediately called the sales department who confirmed that there are two different meetings.

Questions: Question 1: What is the reason behind this situation? Why? (35 pts.)

Question 2: Who is responsible for avoiding such misunderstandings in the future? How? (35 pts.)

Question 3: How would you evaluate the service delivered by the front office team? (30 pts.)

Answer 1

Ques 1:

The clear reason behind this problem is miscommunication. As we can see that the sales department had the knowledge that there is a second meeting in the hotel. It was lack of proper communication of various departments in the hotel. Miscommunication in business can lead to decrease in productivity, profits and also dissatisfied customers. As seen in the given question, since the receptionist didn't know about the second meeting, the customers faced a lot of problems. Also the employees at reception desk had to get embarrassed due to their mistake, which was actually not even their fault. The situation can also be a result of ineffeciency in the operations, because of which the systems were not updated and the staff at reception could not know about the events going on in the hotel.

Ques 2:

The sales team and the higher authorities are responsible for avoiding such misunderstandings in the future. As we can deduce from the above situation that the sales team is the one who gets the appointments of any events having in the hotel. So it should be there responibility to update this info to other departments so that every department can be prepared fo the event and any mistakes or customer inconvenience is avoided. Also, the higher authorities should regularly keep a check on all the verticals in the hotel to make sure that the information is flowing systematically in the organisation. Regular eyeing of the higher authorities would even make the various departments act more responsibly and avoid any sort ofmistakes in future.

Ques 3:

The services offered by the front desk are really commendable. Even they had no idea of the chaos going on, they tried to handle everything very calmly. They tried to convey all the information they had to their guests, but when their was a chaos created they apologized and cales the sales team. Apologizing without their mistake shows their understanding and their capability to handle difficult situations. The behaviour of front desk show their professionalism as they kept the customers above everything and apologized without even any mistake of theirs.