Simulasi | Tata Cara | Etika Menerima Tamu Kantor

Summary

In this hotel interaction, a couple arrives to lodge a complaint about a discrepancy in their payment after booking through Traveloka. They had expected a discount of 500,000 IDR for booking over the weekend, but the price was higher than anticipated. The receptionist clarifies that the discount was only valid if the booking and check-in dates were the same. After explaining the policy and clearing up the misunderstanding, the guests acknowledge the error and thank the staff for their assistance. The interaction concludes with the guests leaving politely, demonstrating effective communication and resolution.

Takeaways

• 😀 A guest arrives at a hotel reception to meet the hotel manager, but is informed that the manager is unavailable due to a medical check-up.
• 😀 The guests are informed that they must first fill out a guestbook and wait in a designated waiting area.
• 😀 The receptionist communicates that the manager is unavailable and directs the guests to the secretary for further assistance.
• 😀 The guests are there to complain about an issue with their hotel booking, specifically regarding an incorrect payment amount.
• 😀 The guests had booked a room through Traveloka with an original payment amount of 3,223,155 IDR, but were charged 3,700,000 IDR.
• 😀 The discrepancy in the payment is suspected to be related to a discount offered on the Traveloka platform.
• 😀 The guests had initially received a 500,000 IDR discount on the booking but were confused about the terms of the discount.
• 😀 The hotel secretary explains that the 500,000 IDR discount was only valid for bookings where the stay date and booking date were the same.
• 😀 The guests had mistakenly thought the discount applied regardless of the booking date and check-in date.
• 😀 The secretary clarifies that the guests should have booked on the same day as their check-in to qualify for the discount, and the guests acknowledge the misunderstanding.
• 😀 The guests express gratitude for the clarification and apologize for the confusion, before leaving the hotel after resolving the issue.

Q & A

What was the primary issue that Mr. and Mrs. Wesel wanted to discuss with the hotel leadership?

Mr. and Mrs. Wesel wanted to discuss a discrepancy in the payment for their hotel booking, as they were charged IDR 3,700,000 instead of the expected IDR 3,223,155 due to a promotional discount issue.

What was the promotional discount that Mr. and Mrs. Wesel expected to receive?

The guests expected to receive a discount of IDR 500,000 as part of a weekend family promotion offered by Traveloka.

What mistake did Mr. and Mrs. Wesel make regarding the discount terms?

The guests misunderstood the terms of the discount. They believed it applied regardless of the booking and stay dates, while the discount was only available if the booking and the stay date were the same.

How did the hotel staff respond to the guests' complaint about the price discrepancy?

The hotel staff, specifically the secretary to the hotel leadership, explained that the discount only applied when the booking and the stay date matched. They clarified that the guests had booked for a stay on the 17th, but made the reservation on the 15th, which invalidated the discount.

What was the key factor that led to the confusion about the promotional discount?

The key factor was that the guests made the booking on a different date (15th) from the actual stay date (17th), which disqualified them from receiving the weekend promotion discount.

What action did the hotel staff take after the misunderstanding was clarified?

After explaining the terms of the promotion, the hotel staff apologized for the misunderstanding, thanked the guests for their patience, and ensured them that the issue was now clear.

What specific information did the receptionist request from the guests to verify the booking details?

The receptionist requested the guests' booking details, including the check-in and check-out dates, and the name under which the reservation was made.

How did the guests react after the misunderstanding about the discount was explained?

The guests acknowledged the mistake, apologized for the confusion, and thanked the hotel staff for the clear explanation.

What role did the hotel secretary play in resolving the issue?

The hotel secretary played a central role in resolving the issue by explaining the terms of the discount and addressing the confusion regarding the booking dates and eligibility for the promotion.

What final gesture did the hotel staff offer to the guests at the end of the conversation?

At the end of the conversation, the hotel staff thanked the guests for their understanding and escorted them out, ensuring they felt satisfied with the resolution of the issue.