My husband, I, and the children together with other members of the clan from my side, traditionally go out during Eastern in a large restaurant-hotel somewhere in Baguio. This year just like in the past, I called and made a reservation about a month before the Eastern. Since almost half of the party comprised teenagers, they arrived 30 minutes ahead earlier than the 12:00 noon agreed time of reservation. This is to make certain that the seats are available. The front-office clerk told them that they did not have any reservations. The clerk explained that should those who reserved did not show up, the table will be given to them. My husband and I were quite disappointed and I was firmed to tell her that I reserved a month before. The front-office clerk told them, "Well I supposed that you made a reservation, but I can't seat you not until all the people on the reservation list are seated. You are welcome to go to the lounge for complimentary, coffee, and juice while you are waiting." When I asked for the supervisor, the front-office clerk said that "He is in a meeting at this moment," and she went on with her other works. Finally, the whole clan was seated after an hour but everyone was displeased with the experience. The next morning, I wrote a letter addressed to the restaurant-hotel manager telling the entire incident. I was enrolled in an MBA program at the local university where I also teach total quality management (TQM) as a Professor. In my class, I recently lectured about how to analyze quality problems using different tools to come up with optimal solutions. At the end of my letter I highlighted a statement which says that "If the hotel truly believes in quality service, the incident that my family experienced will not happen." The following day, I received a letter: It is nice of you to have shared your experience. We are glad to hear from our valued customers. We wish you had experienced the level of service and accommodations that we do with our best at our hotel. Our restaurant-hotel manager received your letter and asked me to take action as the Total Quality Lead. Looking at our records, there was really no show of a reservation on the books for your family. I have dealt with your comments appropriately with the different departments concerned so that others will no longer experience the same. The management sincerely apologizes for the incontinences we had caused your family. Thank you so much once more for giving us your feedback. We always believe in a philosophy of continuous improvement. It is through comments from our valued customers like yours that we can continually make improvements to our service to put guests to satisfaction. Alternative Courses of Actions (Give at least 3 alternatives or possible solution of the problem. Cite the advantages and disadvantages of each courses of action) and include any quality tool in each course of action.
My husband, I, and the children together with other members of the clan from my side, traditionally go out during Eastern in a large restaurant-hotel somewhere in Baguio. This year just like in the past, I called and made a reservation about a month before the Eastern.
Since almost half of the party comprised teenagers, they arrived 30 minutes ahead earlier than the 12:00 noon agreed time of reservation. This is to make certain that the seats are available. The front-office clerk told them that they did not have any reservations. The clerk explained that should those who reserved did not show up, the table will be given to them. My husband and I were quite disappointed and I was firmed to tell her that I reserved a month before.
The front-office clerk told them, "Well I supposed that you made a reservation, but I can't seat you not until all the people on the reservation list are seated. You are welcome to go to the lounge for complimentary, coffee, and juice while you are waiting." When I asked for the supervisor, the front-office clerk said that "He is in a meeting at this moment," and she went on with her other works. Finally, the whole clan was seated after an hour but everyone was displeased with the experience.
The next morning, I wrote a letter addressed to the restaurant-hotel manager telling the entire incident. I was enrolled in an MBA program at the local university where I also teach total quality management (TQM) as a Professor. In my class, I recently lectured about how to analyze quality problems using different tools to come up with optimal solutions. At the end of my letter I highlighted a statement which says that "If the hotel truly believes in quality service, the incident that my family experienced will not happen." The following day, I received a letter:
It is nice of you to have shared your experience. We are glad to hear from our valued customers. We wish you had experienced the level of service and accommodations that we do with our best at our hotel. Our restaurant-hotel manager received your letter and asked me to take action as the Total Quality Lead.
Looking at our records, there was really no show of a reservation on the books for your family. I have dealt with your comments appropriately with the different departments concerned so that others will no longer experience the same. The management sincerely apologizes for the incontinences we had caused your family.
Thank you so much once more for giving us your feedback. We always believe in a philosophy of continuous improvement. It is through comments from our valued customers like yours that we can continually make improvements to our service to put guests to satisfaction.
Alternative Courses of Actions (Give at least 3 alternatives or possible solution of the problem. Cite the advantages and disadvantages of each courses of action) and include any quality tool in each course of action.
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