Moving Beyond Customer Service Essay Example | Topics and Well Written Essays - 500 words

Moving Beyond Customer Service - Essay Example 2. The communication techniques used by the staff of the hotel, including those at the front desk and at Ballroom A, were very courteous. Unfortunately, the general manager of the hotel was arrogant and disrespectful to the hotel guests. A potential conflict may be avoided if the general manager did not express his emotions with regards to how frustrated he has become with regards to persons with disabilities. Escalation of conflict from potential to actual may be prevented by considering how the client must feel that he could not attend the wedding because his wheelchair could not pass through the function room. A pleasing tone in communicating to the guests may also prevent the escalation of the conflict. 3. One conflict involved the non-availability of a room for one hotel guest, despite her presentation of a confirmation number for a reservation that was made two weeks earlier. A solution to this problem would involve the immediate provision of a room for this particular guest and possibly an additional feature, such as a free dinner from the hotel’s dining room, free of charge. The other conflict involved the inability of a disabled guest to get into the function room of a wedding. A possible solution to this conflict would involve the movement of tables in the function room and be assisting the guest in getting into the wedding reception. 4. The staff members of the hotel did not take full responsibility for resolving the conflicts because they called on the general manager for solutions to these problems. Conflicts could have been prevented if the front desk clerk provided a room for to the first hotel guest. In the case of the wedding incident, the situation could have been improved if the hotel assistant took the responsibility of assisting the guest in getting through to the wedding reception without the help of the general manager.