What immediate action will you take to address

Reference no: EM133206223

Question: You are the Front Office Manager and you got called to address a very upset guest who claims that Grace, one of your GSA's, was verbally abusive and quite rude. The guest said that she requested a non-smoking room but one was not available at the time. Since she was checking in early and the hotel is full, she was asked to wait at the coffee shop or to come back after 30 minutes. She decided to go for a walk but after 10 minutes she realized she was so tired she would take any room that is available. When she came back at the desk, she told Grace that she is willing to take any room that is available. She told you that Grace then screamed at her. Grace said that she has been trying her best to find her a room for the past 10 minutes and further told the guest that she is very impatient and inconsiderate! While the guest appreciated Grace's effort, she found Grace's attitude totally inappropriate and wants Grace fired. Another guest volunteered to validate the original guest's story and further said that Grace just went 'psycho'.

What immediate action will you take to address this incident? Specify one corrective action you are considering and what needs to happen or be in place for that corrective action to be deemed fair.

Reference no: EM133206223

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