3.Discuss the gaps in the service quality process that Bill Foster experienced.4. What kind of service failures occurred and what recovery strategies were employed? FILETOOLSVIEWDocument1 - Wordamong several adjacent buildings. Our room was two buildingsaway from the lobby area. My wife and I struggled to carry the lug-gage and our son to the room. We arrived there about 11:30 andattempted to enter the room. The key unlocked the door, but thedoor would not open. After a couple of attempts, we heard awoman's voice in the room. Obviously, the room had been double-booked and the woman woken from her sleep. I used the housephone to call the front desk and explain the predicament. The frontdesk manager offered a quick apology and said that she wouldsend someone with a key to a nearby room. About ten minuteslater, a housekeeper happened to be going through the hallway,and she let my family into the room that I had been given over thephone. However, the housekeeper had no idea what was going onand took my word. After we had been in the room for ten minutes,the phone rang and I spoke with the front desk manager. Sheacted as though she had sent the housekeeper to open the room,but she still needed to send someone with the room keys. Sheapologized one last time and told me to call the front desk if I hadany other problems."End of documentSCREEN 3 OF 3120 %9:52 AMP Type here to search28°C HazeO G G D ENG10/08/2021近 FILETOOLSVIEWDocument1 - WordE - a Xwant to tell you about it. I want to make sure that this does not hap-pen again, to me or any- one else." Mr. Foster then proceeded totell Kristen his account of the events. "I was traveling with my wifeand our son, who is four years old. Our connecting flight was de-layed, so we did not arrive at our final destination until 10 p.m. TheExcelsior had an advertised check-in facility at the airport, and Iassumed that I would be able to secure my room while waiting forthe luggage. When I approached the employee at the hotel's air-port facility, I was told that check-in service was not available atthat time of the day. I found this to be surprising, since this was thevery type of situation in which an airport facility would be benefi-cial.Service Quality at the Excelsior HotelKristen Adams had recently transferred to the Excelsior Hotel toimprove the level of customer service. She had been with thecompany for five years and had been quite successful in improv-ing the level of customer satisfaction at the two previous hotels towhich she had been as- signed. Kristen knew that the Excelsiorwas going to be a real challenge. The mix of business was 60 per-cent individual transient guests and 40 percent group business. Ofthis group business, about one-third was motor coach tour groups.On her first day on the job, she witnessed quite a sight. There wasa line of about 20 guests waiting to check in when two motorcoaches arrived and more than 80 additional guests and guideswalked into the lobby to check in. Needless to say, the two frontdesk agents had a look of terror in their eyes as they worked dili-gently to process the registrations for those waiting to check in.Some 40 minutes later, everyone had been checked in, but thegeneral man- ager said to Kristen, "I'm glad that you are here; weneed to work out a better system. Let's meet for lunch tomorrow todiscuss your initial ideas." Kris- ten had just picked up a pen tostart brainstorming ideas to present to the general manager whena guest approached her desk.“Next, my family took a shuttle van from the airport to the hotel,where we were given directions to the front desk. Two front deskclerks were on duty when the passengers from the airport shuttlearrived a little before 11 p.m. However, one of the front desk clerkswas apparently going off duty at 11, and she proceeded to closeher drawer at that exact moment. This left a line of approximately10 or 12 guests to be checked in by one clerk. Needless to say, ittook some time to process all of the guests, and we had to wait 20or 30 minutes for our turn. We were assigned to a room, but at thispoint we had a few bags and my son was fast asleep and had tobe carried. When I asked for assistance with our luggage, I wastold that no one was available at that time of night. The hotel waslarge, having over 1,000 rooms, and the rooms were spread out"Hello, my name is Bill Foster, and I stayed at your hotel last nightwith my family. We really did not have a good experience, and ISCREENS 1-2 OF 3120 %9:51 AMP Type here to search28°C HazeO G G ENG10/08/2021

Note: We are answering a question no. 1 as the question that needs to be answered is not specified.…

Answered: .Discuss the gaps in the service…

Business

Management

.Discuss the gaps in the service quality process that Bill Foster experienced.

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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