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:

Major Depressive Disorder

A mental health disorder characterized by persistent feelings of sadness, loss, or anger that interfere with daily functioning.

Mental Illness

A broad range of conditions affecting mood, thinking, and behavior, often diagnosed according to standard criteria in psychiatric manuals.

Disruptive

Causing or tending to cause disruption in an environment or system, especially relating to behavior that interrupts normal processes or peace.

Self-concept

An individual's perception of their own identity, including beliefs, feelings, and thoughts about oneself.