Analyzing Customer Service Protocols at Regency Grande Hotel

This report examines various aspects of customer service, communication strategies, and feedback mechanisms within a hotel setting, specifically referencing the Regency Grande Hotel. The report addresses email responses to customer inquiries, including event planning for clients with sp...Read More

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Student Name:
Student Number:
Module code:
Submission Date

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Q.1Email response
To: the general manager
Ref:
This is in response to the dinner booking on Friday night. The 15 clients can be
accommodated in the function room. It can be divided into two parts so that they can occupy
one half the room. This will facilitate the two presentations to be done without interruptions
from the other clients. The hotel should avail the menus to the clients before their arrival.
Special considerations will be adhered to about the Muslim and vegan clients. The client can
order what they want, and it will be prepared before their arrival. The hotel will make
arrangements on transport to the festival using the company vans.
Q1 A. I would preferably respond to the email received on Tuesday afternoon immediately.
This will help get feedback on the client about the proposal. Enough time will be needed to
prepare for the clients by the involved stakeholders.
Q1B. Upon acceptance of my approval, other stakeholders should be notified. The chief chef
should be notified on the suggested menu. The restaurant chafer should also be advised to
make transport arrangements. The head caterer should be informed to prepare the venue and
service facilities.
Q1C. During the VIP luncheon, several things should be confirmed to ensure its success. The
venue should be ready. The requested menu should be adhered to. The chauffer should verify
on the travel arrangements made.

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Q2. Email response to cocktail preferences
Organizing a cocktail party requires a lot of concentration. The choice of cosmopolitan
cocktails is appropriate for the subject clients. They fit the expected New York theme. They
are also easy to prepare and thus time conscious. All the required ingredients should be made
before the party. Mini hot dogs are also appropriate served alongside the cocktails. They
should be freshly cooked and should not go cold. This will help maintain their original flavor.
Both the canapés and cocktails should be attractively presented. Other cocktails should also
be availed apart from the international theme brand. This will be in preparation for different
preferences by other clients.
Q2A. Its best to respond to the phone message left during my off days immediately. This will
provide sufficient time for preparation. It will also prevent last minute rush. It will also help
in organizing the attendance schedule to prevent disorganizations.

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Q3.
About updating your café d loyalty card details, go to any of our outlets. The customer
service attends will gladly update the required information. You will be given another royalty
card with the updated information.
We are humbled to host your mother’s 90th birthday. We suggest that we hold an outdoor
party. This will ease movement due to expected guests using wheel chairs. The recommended
time for the party is in the early afternoon. The duration will be maximum 3 hrs. Soft foods
will be served. The menu will also be health –conscious and tailored to suit different health
conditions.
Kindly clarify on some issues. How many people re expected at the party? What special
medical conditions do the clients have? Will they be accompanied by other people? Is there
any suggestion on how to personalize preferences? Looking forward to hearing from you.
Yours faithfully,
Outlet manager
café B
Q3A. I would preferably respond the moment I receive the email. This creates good rapport
and trust with the client. It also allows time for feedback. Preparations are also made early to
avoid rushing on the big day.
Q4.
4.1 I would preferably communicate with Mr. Silver through the telephone call. It’s fast and
efficient. It will also enhance getting feedback and coming into agreement with the
complainant. It also shows urgency and enthusiasm to correct the situation at hand.

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4.2. I would call Mr. Silver. First, I would apologize for the inconveniences made. I would
explain how I plan to rectify the problem. I would then make an offer on complimentary
allowed. Upon reaching an agreement, I would thank him for agreeing to the deal.
4.3. According to the policies, he is entitled to a complimentary late check-out. He can opt for
two drink vouchers each valued at fifteen dollars.
4.4. The time frame for the resolution would be approximately one day. The client will thus
be able to use the loyalty card on Sunday for his lunch.
4.5. The account attendant should be notified by this complaint. The regency Grande ‘OPPS'
complaint platform should also be disclosed.
4.6. Measures should be taken to prevent reoccurrence of this situation. Client’s loyalty card
statements should be updated on payment of the bills. Posting services should also be
improved. This ensures clients receive any documents they have requested on time.
Q5.
5.1 using the clients contact information from the hotel loyal card systems, I prefer to call.
This medium is fast and relevant. Solution can be agreed to fast since feedback is provided
on the spot.
5.2. I would call the client. First I would like apologies for the inconveniences made. I would
make suggestions on how to rectify the problem. I would then make an offer on
complimentary allowed in the hotel. Upon reaching an agreement, I would thank him for
listening and being understanding.
5.3. The complainant is entitled to being refunded for the services tot rightfully delivered.
Complimentary breakfast for two is also allowed at the regency Grande breakfast restaurant.

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5.4 The resolution should take a day. Avoiding further negative public image should be
urgent.
5.5. The catering department should be vigilant in response to timely service. The visitors
should be informed on the expected duration of service to avoid misunderstandings.
6A; Customer feedback form
CUSTOMER FEEDBACK FORM
Suggestion. Concern; Date;
Can we contact you for any information needed?
Would you like us to follow up on you?
If yes to any of the above two questions, please provide your contact information:
Name:
Address:
Phone No: E-mail:
Subject:
Description.
Form return to the management, Regency Grande Hotel.
Q6B. The content on the description of the complaints would be different. The contact
information on both forms would differ too.

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Q6C. I would also provide the feedback forms at the hotel reception. They should also be
availed in the hotels official website.
Q7
Specific
program name
Membership
fee
Method of earning points Earnings
ratio
Redemption
ratio
Airline
industry
A Advantage
miles
$2500 Purchase in Americans
shopping portal
Shop with American
partners.
One mile
per $2500
spent
Reduced
flight
charges
Hotel
industry
Marriott’s
rewards
n/a Inviting new visitors 2000
bonus
points per
5 friends
4000 points
for a day at
the hotel
Restaurant or
café industry
Wyndham
rewards
n/a Duration stayed at
restaurant
200
points for
spending
more than
two days
1500 points
for a free
night

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Cultural
group
Mode of
greeting
Types of
fare
welling
Communication
style
Body
language
body gestures
Formality
of
language
clothing
Arabic Verbal
greetings
Verbal
farewell
High context Facial
expression,
posture, tone
of voice
Frozen
style
White robes and
black veils
Japanese bowing bowing High context. Facial
expression,
posture, tone
of voice
Formal
style
kimonos
American Hand
shakes
handshakes Low context Voice tone
and pitch,
facial
expression
Casual
style
Dress pants,
formal shoes, tie
Q10.
10.1. I would preferably call Mrs. Matthews. Calling is fast and efficient. It's also evidently
her choice of communication method since she called.
10.2The birthday party is best suited in the function room. It’s easily accessible to those using
wheel chairs. It will also provide privacy from other guests. It also eases service provision.
10.3 The nutritionists will be consulted on a lactose free diet for the lactose intolerant guest
expected.

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10.4Marked seated arrangements will be made with all expected guests assigned a seat. A
guest list should be provided before the events date.
10.5 Scheduled speeches and talks will be made at the possible stage for communication
conveniences.
10.6Buffet service will be provided to enable the guest make a personal decision on foods
and beverages. The client can choose the theme color to be used in decoration.
Q11.
11.1 In this case study, I prefer to call Mr. Banks. Calling is more comfortable and makes
dialogue smoother.
11.2 According to the policies put in place, the client should be listened to. The complained
should be reacted to within the shortest time possible.
11.3 Due to delays and overpricing issues noted, the client is eligible for compensation. He
can get complementary late checkout. He can also go for two drink vouchers valued at $
30.for the experienced delay in service, complimentary breakfast for two.
11.4 This should be resolved within 24 hours.
11.5This complaint should be reported to the hotels complaint platform. The staff members
should also be notified if their shortcomings. The account department should also be notified.
11.6 All stakeholders should be guided on how to improve their services. Effectiveness and
accuracy should be observed at a personal level. This will help prevent future mistakes on the
same issue to other clients.
Q12A

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When inquiring on Mr. Banks view of how we handled the previous situation, key points are
noted. His opinion on whether the resolution was successful is essential. Suggestions on
future improvement of services should be emphasized. The current opinion about the hotel
should also be reviewed.
12B
The raised concern on communication with the staff should be critically reviewed.
Communication is critical in any service providing industry. Communication techniques and
skills should be improved among the stuff. They should also be educated on the policies and
guidelines of the hotel.
Q13.A It is not easy to determine the amount of compensation a guest should get. Several
factors should be considered. The possibility of redoing the service. If it can be repeated, no
compensation should take place. The cost of redesigning the service. It will cost more to redo
the service which may accelerate loss.
13B The nature of the complaint is an important aspect. The impact on the customer is also a
significant issue. Lastly, the behavior of the customer should also be considered when
reviewing the compensation rate.

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