A Front Desk Clerk at a ReView Hotel Receives a Call

question 26

Multiple Choice

A front desk clerk at a ReView Hotel receives a call from a ReView Gold Rewards Member guest complaining that the wireless Internet in her room is fading in and out. Without Internet access, she won't be able to make her deadline for this business trip.
-What could the desk clerk do to maintain the guest's cluster of satisfactions?

• A)The desk clerk cannot do anything,as the desk clerk does not have the technical skills to fix the wireless connection.
• B)The desk clerk should not do anything,as the desk clerk is not a salesperson and therefore does not have responsibility for creating the cluster of satisfactions.
• C)The desk clerk should offer to put the guest in an empty room as close to the original room as possible,to avoid inconveniencing the guest further.
• D)The desk clerk should offer the guest the use of the lobby wireless,which the clerk knows to be problem-free,along with a discount off the charge for the room.
• E)The desk clerk should refund the guest's full payment for the hotel room and find the guest a room at another hotel that can guarantee that its wireless service is problem-free.

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Definitions:

Vitamins

Organic compounds required in small amounts for normal metabolism and not synthesized in sufficient quantities by the body.

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A psychological disorder marked by an extreme fear of gaining weight, leading to severe restriction of food intake.

Menstruating

The monthly process in which the lining of the uterus is shed through the vagina, a natural part of the female reproductive cycle.