A Front Desk Clerk at a ReView Hotel Receives a Call

question 46

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 and free room service meals to offset the inconvenience of coming to the lobby.
• 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:

Cross-Sector Collaboration

Partnerships between organizations from different sectors (public, private, nonprofit) to address common challenges through shared resources and goals.

Nonprofit Organization

An organization dedicated to furthering a social cause or shared goal, without the primary aim of making a profit for shareholders or owners.

Public Organization

An organization established and funded by the government to serve the public interest and provide services not typically offered by private entities.

Private Sector

The part of the economy that is not state-controlled and is run by individuals and companies for profit.