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Memorable Guest Service Strategies

A family booked a hotel to celebrate a birthday but the celebrant had an accident in the bathroom when the glass shower door fell and cut her leg, requiring a hospital visit. The family threatened to sue. The answer recommends prioritizing health and safety, expressing sympathy, being transparent in the investigation, providing financial assistance, making alternative accommodations when needed, enhancing preventative measures, designating a contact, regularly checking on those involved, and making a goodwill gesture to turn a challenging situation into a memorable story.

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19 views1 page

Memorable Guest Service Strategies

A family booked a hotel to celebrate a birthday but the celebrant had an accident in the bathroom when the glass shower door fell and cut her leg, requiring a hospital visit. The family threatened to sue. The answer recommends prioritizing health and safety, expressing sympathy, being transparent in the investigation, providing financial assistance, making alternative accommodations when needed, enhancing preventative measures, designating a contact, regularly checking on those involved, and making a goodwill gesture to turn a challenging situation into a memorable story.

Uploaded by

micaellamae.bautista.c
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Bautista, Micaella Mae C.

BSHM 4-I
Quality Service Management in Tourism and Hospitality Industry

Reflection Paper
A family booked in your hotel to celebrate the 80th birthday of their matriarch. On the day
arrived in your hotel the birthday celebrator had an accident inside the bathroom because the
glass door of the shower suddenly fell. She had a big cut on her leg, and she had to be rushed to
the ER.
The family was furious and said that they will sue your hotel.
Question: How can you show guest service to make a memorable story to tell about your hotel?

Answer:
To create a memorable story out of a challenging situation, prioritize health and safety, express
sympathy, and offer sincere apologies. Be transparent in conducting research and sharing the
results, and consider providing financial assistance. Make alternative accommodations when
necessary, enhance your prevention efforts, designate a dedicated contact person, regularly check
on the well-being of those involved, and make a goodwill gesture. Use the lessons learned from
your experience to improve.
Crafting an unforgettable guest experience revolves around making guests feel special, valued,
and delighted during their stay. When guests have exceptional experiences, they are more
inclined to share their positive stories, which can lead to increased loyalty and word-of-mouth
referrals.

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