How would you have reacted to the letter that mark received

Reference no: EM133488682

Case Study: We enjoy hearing from our valued guests, but wish you had experienced the level of service and accommodations that we strive to achieve here at our hotel. Our restaurant manager received your letter and asked me to respond as Total Quality Lead. Looking back at our records, we did not show a reservation on the books for your family. I have addressed your comments with the appropriate department head so that others will not have to experience the same inconveniences that you did. Thank you once again for sharing your thoughts with us. We believe in a philosophy of "continuous improvement," and it is through feedback such as yours that we can continue to improve the service to our guests.

Question

1. Were the hostess's actions consistent with a customer-focused quality philosophy? What might she have done differently?

2. How would you have reacted to the letter that Mark received? Could the Total Quality Lead have responded differently? What does the fact that the hotel manager did not personally respond to the customer tell you?

Reference no: EM133488682

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