Reference no: EM133161573

Guarantee Goes Awry

How to attract more customers from companies in the local business park was the topic of this month's meeting of departmental managers. The managers were confident in their ability to deliver, so they adopted and widely advertised a quality guarantee for local businesses. "If anything goes wrong, the room rate is on us!"

An out-of-town representative from Allied Manufacturing, a nearby industry, has been in the hotel for two nights. There was substantial noise from 24-hour road construction just outside his window for the two nights in a row. The guest mentioned this to the guest-service agent as he went through the checkout procedure. "I think I'll take advantage of your quality guarantee."

"Yes sir; please wait while I get the manager."

It was almost 15 minutes before the hotel manager appeared. "Good morning. The agent has told me about your request, and I would like to comply. Unfortunately, we have no control over road construction. It is a city matter. Therefore, as I have told other guests, the situation isn't covered by our guarantee."

Questions:

How did management fail the guest?

What might management have done to minimize discomfort for its guests? Assume the hotel was only 60% occupied.

Is there another solution that could leave the guest feeling heard and appreciated?