Republic of the Philippines

BATANGAS STATE UNIVERSITY

COLLEGE OF ACCOUNTANCY, BUSINESS, ECONOMICS, AND

Quality Service Management

Name: ___________________________________ Date: ________________________

Directions: Read the situation carefully and appropriately address the following questions

Situation 1
Many restaurants now use the Internet to communicate with customers. This includes providing
background information on the restaurant, menu items, contact information, and so forth. Some restaurants also
allow customers to provide comments about the restaurant. Imagine you are a restaurant owner and have such a
site. Most of the time, the site provides complimentary information and that helps business. But once in a while,
someone complains. Because it is your own Web site, you have the power to delete the comment. Would you?
Would any of the following factors affect your decision?

A. What if you simply disagree with the posting? Would you delete it? Would you respond?
B. What if the post complains about a specific server and gives the name?

Situation 2
As Monique Kazer rushed through the exit of the Hospitality Inn lobby, she almost knocked manager
Roberta Morales down. Morales recognized Monique from previous visits and knew that Monique’s firm gave
Hospitality Inns across the region a lot of business. Morales realized that something was wrong and suspected that
the something was a service failure.

“I’m the inn manager. Is there something I can do for you?” she said to Monique. She heard Monique’s side of the
story, took her to the cocktail lounge, bought her the beverage of her choice, and asked an assistant manager to
chat with Monique while she went back to the front desk. After hearing Hyun Cho’s side of the story (“she yanked
the phone out of my hand and slammed it down”), Roberta Morales headed back to the lounge. She would speak
further with Hyun Cho later on.

A. What steps might you take to retain the patronage of Monique Kazer (and her entire organization)?
B. What steps would you take with regard to Hyun Cho and the failure at the front desk?
Situation 3

While he was still in college, Bill Hartsell decided that he wanted to build and own hotels When he
graduated, he borrowed some money, bought a bankrupt property, and created the first Hartsell Hotel. The hotel
presented constant problems, but Bill was highly motivated and worked twelve to sixteen hours a day, six or
seven days a week. He did as much of the work as he could himself, from making beds to preparing light meals in
the hotel coffee shop.
The hard work paid off. Bill succeeded with his original hotel, bought two more, and increased his staff
accordingly. He made a determined effort to hire young people, old people, women, minorities, and the
handicapped, and he paid them as well as he could. Bill felt a genuine sense of responsibility to his employees and
to the community. After five years, Bill had 300 employees.
Bill hired three recent hospitality graduates, intending to move them into responsible management
positions after a training period. At his first meeting with them, Bill made his position plain: "No one at Hartsell
Hotels works harder than I do. I'm the first to arrive and the last to leave. I work most weekends. I'm paying you
well. I'm offering you a chance for rapid advancement. But don't think in terms of a 40-hour work week. I want
you to work as hard as I do and act as if this business were your own. Is that clear?" In unison the three
responded, "Yes, sir, Mr. Hartsell." Three months later they had all left and taken jobs with Marriott, Radisson,
and Ritz-Carlton.

A. What, if anything, was wrong with Mr. Hartsell's approach?

B. Were his expectations for his new employees unrealistic? If so, why?

C. What inconsistencies, if any, do you see between the goals of the three new employees and Mr. Hartsell's
goals?

D. Could those inconsistencies have been resolved? How?

A. If I would disagree with the posting in my site, I would never delete it and I would respond quickly. I would never
delete negative comments because I don’t want people to think that I am hiding something, that all I want them to
see is only the good ones. I want them to see that I’m honest and transparent. Negative comments may be bad as it
seems but it can actually help my business to appear more credible. Responding with the complaint can
pleasantly surprise customers. Deleting a negative comment shows people that not only are you afraid of
ruining your reputation, but you also couldn’t care less about their concerns. It is essential to respond quickly
with the posting for them to feel that you sincerely care and that they are being heard. According to Oscar
Wilde, “The only thing worse than being talked about is not being talked about.” Good or bad comments are
essential for the business to grow. We must feel gratified that even if it’s a negative comment, they still have the
effort to post it to give us ideas on where we should improve because you can’t fix what you don’t know is broken
so we should be thankful, be patient, respond quickly and improved what is needed to be improved.

B. If that is the case then I would respond to the complaint and I would tell them that I would fix their
complaint about the server but I will not going to fire the server for that complain unless I can still
manage to improve what is needed to be improved about that server. I will use this opportunity to improve
my guest experience by talking to that server and letting him know the complaint about him and I will give him
a chance to improve so that if ever the customer come back or if there is other customer who have also
read the complaint then dine in to my restaurant, they will see that I really give importance to their
opinions and use it to improve my business.

Situation 2

A.

B.

Situation 3

A. The wrong approach that Mr. Hartsell done was when he said that the employees that he hired should be
working as hard as he does. He also said to them that no one in his hotel works harder than he does
which at some point give pressure to the three hospitality graduates.

B. Yes because Bill Hartsell expected way too far beyond the limits of those three employees. Mr. Hartsell
looked up so much for the academic degree the three employees had finished and he expected that those
three graduates will have dedication and hard work as he does even if the truth is they still lack of
experience, they are still new to the whole environment and they feel pressured to do everything right
because Bill make them feel that there shouldn’t be room for mistakes.

C. The inconsistencies I’ve seen between the goals of the three new employees and Mr. Hartsell’s goals are
that they don’t have the same goals. The three employees take the job as a stepping stone and they still
lack knowledge and experience to fit on the job that Mr. Hartsell want them to be. The three employees
are not yet ready to work as hard as Mr. Hartsell and they won’t even reach the level of hard work Mr.
Hartsell can sacrifice for his hotel.

D. Those inconsistencies could have been resolve if only Mr. Hartsell didn’t pressured his three new
employees. He should gave them a chance to adjust in the new environment and give them an
experience to be in a low position first so that they won’t feel pressured and they may feel excitement on
the things coming their way. The new employees are not motivated since they are pressured to work
hard as the owner does. Mr. Hartsell should give them chance to do what they want to do as along as it
helps the hotel to grow and motivate them to do great without making them feel pressured.