Case Study Break down by VeeKay https://padlet.com/varshakap1389/24ttqltgzmm4ry3s Share your Understanding of the case and solutions en-us 2024-05-21 09:53:29 UTC 2024-05-21 11:33:42 UTC hello@padlet.com https://padlet.net/icons/png/1f9e0.png Mukesh Chand https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001671333

  • Receiver doesn't convey the message to the relevant department.

  • Guest preferences notes

  • Pre updated the guest preferences, put alerts and traces

  • Show empathy, provide some compliments services as a gesture, give some apology amenities.

  • Do a pre arrival calls and ask for their requests and preferences. And updated in profile notes and do a daily briefing for guest arrival, requests etc.. and discuss shift wise. Mark them VIP's or HWEC/HWC

    • ]]>     2024-05-21 11:30:01 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001671333     Piyush Choudhary (FO)/ Priya (HK) https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001671509

  • Lack of communication between transmition and receiver.

  • By updating guest preference and gem notes.

  • By updating the guest preference and gem notes and make sure at the time of arrival that same has been done.

  • Show empathy and provide some complimentary services as gesture and wow the guest with all his preference on priority.

  • Will make sure all his preference would be on priority and same has been done. Make sure all to be discussed in briefing and make sure to update their profiles with the HWEC Tags.

    • ]]>     2024-05-21 11:30:13 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001671509     Name - Elin kerketta/ Mohit Ahuja https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001671956 Observation:


    1. The communication breakdown was at the receiver's end/ not acknowledging the guest needs before hand.

    2. Informing the concerned department for the specific preference of the guest along will prompt service to be given.

    3. We should keep in touch with the guest personally and inform the managers to take care of the guests requests on priority. Courtesy call to be give on different periods to make sure everything is fine

    4. Manager on shift should met him personally and share buisness Card to avoid any other hassle in future and regain his trust and take care of the hotel reputation.

    5. A. Proper Listening B. Update guest needs and preferences c. Acknowledging the guest needs. Prompt services. Touch bases to secure the loyalty of the guest.

    ]]>     2024-05-21 11:30:40 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001671956     Krashak/Hemant https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001673110 Ans.1) Firstly As per the request of early checkin the front desk staff should make sure the room is ready before the arrival of Ms. Johnson.

    Ans.2) Secondly now as the front desk knows that the the guest is in hurry and have a meeting he should convey the msg to the housekeeping to make room ready on priority basis and give room to Ms. Johnson ASAP.

    Ans.3) Front office should have informed HK to get room ready before arrival of the guest so that guest does not have dissatisfaction.

    Ans4) they should have put msg on whatsapp group or called HK personally.

    ]]>     2024-05-21 11:31:54 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001673110     Anshika Verma/Samridhi https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001673280 1*No one acknowledged his request

    *Not listening to guest need

    *Guest preference left unresolved

    2*Same should be informed to concern department once we received the guest request.

    3*once they receive any preference same should be informed to concern department & checked twice same hame been done or not.

    4*Manager to meet with guest

    *Empathise the guest.

    5*Listen to guest need proper and courtesy cll tobe given and make a note of preference



    ]]>     2024-05-21 11:32:07 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001673280     Aayushi https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001674727 Answer 1.

    Urgency not conveyed from Front Office to Housekeeping. The channel for communication was not established.


    Answer 2.

    Front Office should have informed the Housekeeping about the guest through different non-verbal channels like whatsapp and could have updated the profile for urgent check in


    Answer 3.

    Could have updated the guest profile with alert for early check-in


    Answer 4.

    Can use different channels like guest portal and WhatsApp group for communication


    Answer 5.

    The staff should communicate the reason and apologize for their miscommunication. Also, add complimentary items for ease.




    ]]>     2024-05-21 11:33:42 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001674727     Kashish Dhayal https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001674729 Ans 1- the primary communication failures evident in this scenario at the front office is that the check in person should already checked her profile and make all the arrangements and room would be ready on the priority basis.


    Ans 2- Front office desk agent have effectively communicated Ms. Johnson's request for an early check- in to the relevant department by informing the other departments through messages or calls and by putting alert in the guest's profile .


    Ans 3- By informing other departments already and updating guest preferences in the profile


    Ans 4- providing guest complimentary services .



    ]]>     2024-05-21 11:33:42 UTC https://padlet.com/varshakap1389/24ttqltgzmm4ry3s/wish/3001674729