It’s Not My Job
Case study #1
The following is a case study of a situation that occur in the Boden Oceanside Resort and
Lodge were a couple had a complain of a flooding in their room. But, the flood wasn’t the real
p
...
It’s Not My Job
Case study #1
The following is a case study of a situation that occur in the Boden Oceanside Resort and
Lodge were a couple had a complain of a flooding in their room. But, the flood wasn’t the real
problem because that was fixed within 15 minutes, the real problem was how the staff manage
the situation in order to fix it and all the hidden problems that raised. There are several
corrections that should be made in the way the staff is running the resort and also in their
training.
In my opinion, the guest complaint was not handled the best way. First, the indicated person
(maintenance person on duty) to fix the problem and clean the room was not answering back to
his superior when asked for the duty even though he was listening in the other side of the radio.
Second, the staff took two hours to reach the room however that the mopping up the wet carpet
just took fifteen minutes. Also, Clarice the front desk agent on duty, just wait at dinner hoping
that the guests were out of the room eating instead of asking them in order to clean the room.
The staff could try to reach the maintenance guy in person in order to assign him the duty of
cleaning the room but the staff just try contact him by radio. Instead, the superiors contact
turndown services and the bell attendants even thought cleaning a flood room was not part of
their jobs.
If I were the manager on duty at the moment this situation happened, I would have
managed the situation differently for some reasons. First, I would have reach in person the
maintenance guy so as to know why he is not answering back to the radio calls and also to know
if the current task is working at the moment is more important than the flooded room. Second, I
would have offer to the guest some amenities or something else (vouche
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