Reference no: EM133091867

You are a guest services agent at the 350-room Mountain Ridge Hotel and talking to Annetta, the front office manager.

"I know you are aware that we have about 175 guests checking in this afternoon and evening who are here for the conference that begins tomorrow morning. You inform Annetta that you have had several calls in the last two hours from guest services agents who say they are ill. I am wondering if that has anything to do with the big concert downtown. At present, we are three employees short for the big rushes after the air flights arrive."

Annetta quickly replied: "I am one of those with tickets for the concert, and it is looking like I will not be going. However, that still leaves us two persons short, and you are supposed to be off-duty at 5:00 p.m. this evening. I do not know what to do, but it is starting to look like the initial guest experience is likely to be pretty inhospitable!"

Question

1. Explain to Annette one (1) action she could have taken to prevent the current situation

2. Annette has asked you for suggestions to reduce possible guest dissatisfaction. In the space provided, give Annette two (2) suggestions. Ensure to state how your suggestions should be done