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You will be observed demonstrating how you identify customer requirements and provide effective service. (This role play uses the case study from assessment task 1) Role Play 1 Scenario:
You are the front office manager and you have been requested to be seen by an angry customer. The customer seems visibly angry and has listed the following complaints to you.
a) Pre booked airport transfer was not provided and the customer had to catch a taxi on their own.
b) The bell boys didn't offer assistance and engrossed in their computers ignoring the guests.
c) Even after making request for early check in over the telephone, the customer was made to wait for an hour.
d) The receptionist was not attentive and didn't show any empathy towards the customer.
You are to provide an apology and appropriate solutions to the customer's issues and to ensure their stay is enjoyable at your hotel.
Collect informal verbal feedback from the customer to find out if they are happy with the solutions offered.
Examining Hewlett-Packard in 2001, use the change options matrix to determine what areas of change were available. What areas would you select to enact the proposed changes and why?
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The motor carrier is probably the most visible segment of the transportation system in the United States
Calculate the annual cost of BSU using its current housekeeping staff. Calculate the annual cost if BSU lets EEC do the housekeeping. Find the indifference point for the two alternatives.
Assume that you are a manager within a corporate environment, and you are presented with an ethical dilemma.
Recall the last time you had an unsatisfactory encounter with a service provider. Given the dimensions of service quality
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Identify and assess Segway's chosen distribution channels and methods. Is it the best choice, or what would you recommend? How would you organize and manage the sales staff at Segway to best reach its target markets?
Why are there trade-offs in choosing a team's size and level of diversity?
Explain why Europe is still the key international tourism destination as well as a major source market? 100-150 words
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