Front office handling complaint ums

Ivy Loduni

23 May 201507:35

Summary

TLDRIn this script, a guest named Kamala Carruth calls to book a deluxe room for June 29th, specifying a room with a ceiling fan. However, upon check-in, she is mistakenly given a standard room without a fan. After a brief but tense exchange with the front desk, the manager is called to rectify the situation. The hotel offers a complimentary dinner as an apology and assures her that her luggage will be moved to the correct deluxe room. The script highlights the importance of customer service and the hotel's efforts to resolve the issue, turning a negative experience into a positive one.

Takeaways

📞 The call begins with a customer service representative confirming a deluxe room booking for June 29th.
🔍 The customer, Kamala Carruth, requests a room with a specific feature, a ceiling saver, which seems to be misunderstood as 'saffron' or 'candlenuts'.
💳 Kamala Carruth intends to pay for the room using her credit card and is booking for one person.
🏨 Upon arrival, Madame Curie (Kamala Carruth) is mistakenly given a standard room instead of the deluxe room she reserved.
🤔 There is confusion about the room features, with the customer repeatedly asking for a deluxe room with a ceiling saver, which is not provided.
🙅‍♀️ Madame Curie is not satisfied with the room she was given and requests to speak with a manager.
👔 The manager arrives and acknowledges the mistake, offering an apology and a solution to the problem.
🍽️ As compensation for the inconvenience, the hotel offers Madame Curie a free dinner while they arrange her new room.
🧳 The hotel also offers to assist with moving Madame Curie's luggage to the new room once the change is complete.
👍 Madame Curie appreciates the assistance and acknowledges the bellboy's efforts, despite the initial issue.
💬 There is a theme of miscommunication and misunderstanding throughout the script, highlighting the importance of clear communication in customer service.

Q & A

What type of room did Kamala Carruth initially book for June 29th?
-Kamala Carruth initially booked a deluxe room for June 29th.
How does Kamala Carruth want to be addressed?
-Kamala Carruth prefers to be addressed as Madam Carew.
What payment method did Kamala Carruth intend to use for the reservation?
-Kamala Carruth intended to pay using her credit card.
How many people were expected to stay in the room according to the reservation?
-The reservation was made for one person.
What special request did Kamala Carruth make regarding the room?
-Kamala Carruth requested a room with a ceiling.
What was the room number assigned to Kamala Carruth's reservation?
-The room number assigned was three through six, which seems to be a miscommunication as room numbers are typically singular.
What issue did Kamala Carruth encounter upon checking in?
-Upon checking in, Kamala Carruth found that she was given a standard room instead of the deluxe room she had booked.
What was the hotel staff's initial response to the room issue?
-The hotel staff initially did not acknowledge the mistake and provided a standard room without the requested features.
How did the hotel manager attempt to resolve the issue?
-The hotel manager offered a free dinner and assistance with moving the luggage to the correct room as a form of compensation.
What was Kamala Carruth's reaction to the hotel's offer of compensation?
-Kamala Carruth seemed to accept the offer of a free dinner and appreciated the assistance with moving her luggage.
What was the final outcome of the interaction between Kamala Carruth and the hotel staff?
-The interaction ended with the hotel staff agreeing to correct the room issue and provide additional services as compensation.

Outlines

00:00

😕 Miscommunication in Hotel Reservation

The first paragraph of the script involves a customer service interaction at a hotel. A guest named Kamala Carruth calls to book a deluxe room for June 29th. She specifically requests a room with a ceiling fan and provides her payment details. However, upon arrival, she discovers that the room assigned to her is not the deluxe room she booked. There is confusion regarding the amenities she requested, and she is not satisfied with the room provided. The guest insists on getting the correct room and expresses her dissatisfaction.

05:01

😡 Addressing the Reservation Error

In the second paragraph, the guest, who identifies herself as Adam Carruth, confronts the hotel staff about the incorrect room assignment. She had booked a deluxe room but was given a standard room without the requested ceiling fan. The hotel manager is called to address the issue. The manager acknowledges the mistake and offers a free dinner to compensate for the inconvenience while they arrange for the correct deluxe room. The hotel also offers to assist with moving the guest's luggage to the new room, and the guest expresses her appreciation for the resolution efforts.

Mindmap

Keywords

💡Hotel Policies

Hotel policies refer to the rules and regulations set by a hotel to govern the operations and services provided to guests. In the script, the theme revolves around a guest's experience with hotel policies when she books a deluxe room and encounters issues upon check-in. The hotel's policies are central to understanding the service expectations and the subsequent problems that arise.

💡Deluxe Room

A deluxe room is a higher category of accommodation within a hotel, typically offering more amenities, space, and comfort compared to standard rooms. In the script, the guest, Kamala Carruth, specifically requests a deluxe room for her stay, which becomes a focal point of the narrative as she is mistakenly given a standard room instead.

💡Reservation

A reservation is the act of booking a service or room in advance, often requiring confirmation. In the video's context, the reservation is a key element as it sets the stage for the guest's expectations and the hotel's obligation to fulfill them. The misunderstanding and miscommunication regarding the reservation lead to the conflict in the story.

💡Check-in

Check-in is the process by which a hotel guest formally arrives and registers for their stay. In the script, the check-in process is where the initial problem is identified when the guest realizes that the room she was given does not match her reservation for a deluxe room.

💡Credit Card

A credit card is a payment card issued by a financial institution that allows cardholders to borrow funds and pay for goods and services. In the video, the guest intends to pay for her stay using her credit card, which is a common method of payment in hotel transactions.

💡Manager

A manager in the context of a hotel is an individual responsible for overseeing the operations and resolving issues that may arise. In the script, the manager is called upon to address the problem with the incorrect room allocation, highlighting the role of management in customer service and conflict resolution.

💡Bellboy

A bellboy is a hotel staff member who assists guests with their luggage and other needs. In the video, the bellboy is mentioned as part of the hotel's attempt to rectify the situation by offering to move the guest's luggage to the correct room after the issue is resolved.

💡Apology

An apology is a formal expression of regret or remorse for a mistake or wrongdoing. In the script, the hotel staff offer an apology to the guest for the error in room allocation, which is a crucial aspect of customer service and damage control.

💡Compensation

Compensation in this context refers to making amends for a service not rendered as expected, often in the form of a complimentary service or discount. The hotel offers the guest a free dinner as compensation for the inconvenience caused by the room mix-up.

💡Customer Service

Customer service involves the assistance and support provided to customers before, during, and after a purchase or service experience. The script illustrates the importance of customer service through the hotel's efforts to correct their mistake and ensure the guest's satisfaction.

💡Miscommunication

Miscommunication is the failure to convey or understand information correctly. In the video, miscommunication leads to the guest being given the wrong type of room, which is a central issue that drives the narrative and the need for resolution.

Highlights

Reservation of a deluxe room for June 29th is confirmed.

Name provided for reservation is Kamala Carruth, with a request to be addressed as Madam Carew.

Payment will be made using a credit card for one person.

A special request for a room with a ceiling fan was made.

Room number 3 through 6 was initially assigned for the stay.

Upon check-in, it was realized that the room provided was not a deluxe room.

The guest, Madam Carew, was not satisfied with the standard room and the absence of a ceiling fan.

A complaint was raised about the incorrect room type and the lack of a ceiling fan.

The hotel manager was called to address the issue.

Madam Carew reiterated her reservation for a deluxe room with a ceiling fan.

The hotel acknowledged the mistake and offered a free dinner as compensation.

The hotel also offered assistance with moving luggage to the correct room.

The bellboy was instructed to arrange the guest's luggage after the room change.

The hotel staff acknowledged the importance of the guest and apologized for the inconvenience.

The hotel aimed to rectify the situation and ensure guest satisfaction.

The transcript highlights the importance of accurate room reservation and guest communication.

The hotel's response to the mistake and their efforts to compensate show their commitment to customer service.