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:

Clotting

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Produces Antibodies

A function primarily associated with B lymphocytes, producing proteins that help neutralize pathogens.

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The invasion and multiplication of bacteria in body tissues, which can cause illness and disease.

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A form of cancer targeting the blood and bone marrow, marked by excessive production of irregular white blood cells.