Reference no: EM133101153
Scenario 2 Dr. Rajendra, a medical doctor, had a very unpleasant experience white staying at a state-owned tourism development corporation hotel.The hotel had a corporate service guarantee slating that the guests who were not 100 percent satisfied with their accommodations and stay would not tee to pay. This particular night the hotel was bustling and all the rooms were occupied.
It became apparent that the guests in the room adjoining Dr. Rajendra were having a party and were being very loud. Dr. Rajendra could distinctly hear everything that was being said He caned the front desk about the noise and asked if he could be moved to a different room.The front desk clerk was very impolite with him, his only response being, 'The hotel is sold out tonight and there is nc twig that I can do about your problem'. He was decidedly discourteous, informing the doctor that the front desk was understaffed and that the hotel was very busy that night. There was little that could be done to solve his problem. After several minutes of somewhat frenzied discussion, the clerk finally agreed to send someone up to the room next door, to request that the occupants of that room bring the noise level down.
Unfortunately, the noise continued unabated. After a considerable amount of time Dr Rajendra called the front desk a second time The same front desk clerk, with whom he had spoken earlier, answered the call and pointed out again that the front office was too busy to take care of his problem. Finally, the people next door left their room.
A few hours later, while the doctor was sleeping, the party next door came back. This time not only did their noise disturb his sleep, but their lights did as well, as they shone through from under the connecting door. As it was well after midnight, he decided not to complain to the front desk this time, figuring that his only source of satisfaction would be the hotel's guarantee that he would not have to pay for his room.
The next morning, when Dr, Rajendra was checking out, he told the front desk clerk that he was not satisfied with his stay and that he did not want to pay for it. The clerk was not particularly courteous and told Dr. Rajendra that he had received no information regarding any guest complaints from the previous night, and the doctor would indeed have to pay for the night's stay. Dr. Rajendra pointed out to the clerk that the guarantee of the hotel stated that a guest who was not satisfied with the stay would riot have to pay. At this point, the clerk said, 'I cannot do anything about this, you will have to speak to the manager'. Several minutes later, the manager appeared, and before even discussing the matter simply stated, 'Because the hotel was sold out last night. I could not have done anything to solve your problem'. He refused to honour the hotel's guarantee. Dr. Rajendra paid for his room but was upset about the treatment he had received. Following this experience, he wrote a letter of complaint to the company, to which he received no response.
Question. Analyze the delivered service incidence on the five service quality dimensions. Identify three service quality dimensions with justification, where the hotel has failed significantly?