University: Complaint Response Report for Abbott Event of July 2018

This report is a response to complaints received regarding an event organized for Abbott on July 28, 2018. The banquet supervisor addresses issues raised by guests, including communication failures between the supervisor, managers, and technical staff, leading to problems like unfulfilled requests and lack of coordination. The report highlights the lack of teamwork, uncooperative staff, and insufficient updates on guest requests. It also mentions the supervisor's efforts to manage the situation despite these challenges, emphasizing the need for improved communication and teamwork. The supervisor seeks consideration for the explanations provided, highlighting recurring issues with staff performance and workplace partiality, and providing a detailed account of the events and the factors that contributed to the complaints.

Running head: REPLY TO COMPLAINTS
Reply to Complaints
Name of the Student
Name of the University
Author Note

1REPLY TO COMPLAINTS
To:
Subject: Explanation and reply to the complaint raised against me for an event of 28 July 2018
Dear Sir/Madam,
Thank you for giving me the opportunity for arranging the event for our company, Abbott
dated 28 July 2018.
I have received complaints from the guests from that event regarding certain things and I being
the banquet supervisor, it is my duty to look after any sorts of discrepancies and problems faced
by the guests and respond to their complaints.
However, I would like to state and clarify the complaints raised against me on the basis
of the complaints of the guests. One of the major factors regarding this issue has been the lack of
proper communication (Tang and Tsaur 2016). This was among me, my managers and the
technical staffs of the event. From uninformed requests of the guests of the party for HDMI cable
to unorganized technical matters like lack of switch buttons for controlling the lights, I was in
total shock and dilemma to manage the guests request on spot. Furthermore, lack of teamwork
and ignorance of position has furthermore led to certain issues (Loo and Leung 2018). Some are
like non rinsed coffee machines for the guests and addressing towards their pre-orders or
requests which I was not at all aware of. The staff members were not at all co-operative and
refused to follow requests and assigned tasks (Kwok and Xie 2016). I had to pass my personal
contact number to each every guest so that they can easily reach me. Furthermore, I spend a
really tough time managing the guests when I came to know that 170pax muffins were ordered
by the guests, mentioned in the mail to the sales and the event manager, which I was completely
not aware of and I was never updated about the requests by the guests by my managers. There
was a lack of proper communication between me and my managers which resulted in this mess.
Besides this, AV persons were not at all co-operative with me throughout the event even staying
in this field for so long, attending the departmental meetings and mostly having better knowledge
than me in this field. From ballroom assistance, switching ON the Mic, rinsing the coffee
machine regularly for the guests in every interval I have done all for fulfilling the requests of the
guests. Furthermore, I need to state the fact that this is not the first time I have been receiving
complaint emails for the reluctance and laziness of the technical and the ground members of the
banquet. Even after receiving repeated warning emails, their mistakes are always covered while I
am being penalized and punished.
I do not want to point at someone or raise any questions regarding any sort of workplace
partiality and discrimination, I just want to explain my side regarding the complaints I have
received for not attending the guests. I have been doing my work, handing the guests on the basis
of the information and the data I receive from my managers in case of banquet events every time.
I furthermore have the habit of reconfirming before attending to my guests prior to any event I
organize.

2REPLY TO COMPLAINTS
Hence I forward my request to look forward in this matter and consider my explanations
regarding the complaints against me for this event of 28 July 2018.
Thanking you,
Yours Truly,
Banquet Supervisor

3REPLY TO COMPLAINTS
Reference
Kwok, L. and Xie, K.L., 2016. Factors contributing to the helpfulness of online hotel reviews:
Does manager response play a role?. International Journal of Contemporary Hospitality
Management, 28(10), pp.2156-2177.
Loo, P.T. and Leung, R., 2018. A service failure framework of hotels in Taiwan: Adaptation of
7Ps marketing mix elements. Journal of Vacation Marketing, 24(1), pp.79-100.
Tang, Y.Y. and Tsaur, S.H., 2016. Supervisory support climate and service-oriented
organizational citizenship behavior in hospitality: The role of positive group affective
tone. International Journal of Contemporary Hospitality Management, 28(10), pp.2331-2349.