tag:blogger.com,1999:blog-550644928710399345.post1116341411165684347..comments2024-03-27T05:15:09.261-07:00Comments on Linchi Kwok, Ph.D.: A Must-Learn Guest Service LessonLinchi Kwokhttp://www.blogger.com/profile/07442479571857032065noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-550644928710399345.post-88955298824490675832011-04-11T11:17:06.849-07:002011-04-11T11:17:06.849-07:00This one is very nice and great information or sug...This one is very nice and great information or suggestion of hotel service.Thanks,for this hotel service information.I like this great hotel service and hotel facilities.<br /><br /><a href="http://www.hotelurbano.com.br" rel="nofollow">pousada Bahia</a>Unknownhttps://www.blogger.com/profile/14589218193369902461noreply@blogger.comtag:blogger.com,1999:blog-550644928710399345.post-89854063994923632982011-04-05T20:51:29.948-07:002011-04-05T20:51:29.948-07:00Thank you for the suggestion. I seldom make a big ...Thank you for the suggestion. I seldom make a big deal of an issue like this --- most of all, I have solved the problem by myself. I would rather move on and focus on something else more important in my life (than complaining). :) <br /><br />Certainly, I want to hear other people's thoughts about this case. More importantly, I want my students to know how to handle a case like that when they face a similar scenario.Linchi Kwokhttps://www.blogger.com/profile/07442479571857032065noreply@blogger.comtag:blogger.com,1999:blog-550644928710399345.post-75147012932782753492011-04-05T19:30:36.662-07:002011-04-05T19:30:36.662-07:00I would definitely agree that the hotel that you s...I would definitely agree that the hotel that you stayed at could have handled the situation better and I completely understand why you would give the hotel a D or D- in terms of handling guest request. In fact, I would even call this situation an example of poor guest service. First and foremost, the Front Desk Agents made a huge mistake by not putting an additional name under your room, like you requested. However, once the unfortunate situation was created, they could have taken control of it by finding information about the Post Office and requesting the package to be re-delivered for you. Aren't hotels supposed to have information about the local Post Office and Town Offices on hand, anyway? OK, so this hotel did not have that information, but they could have easily looked it up for you- it's called being resourceful, and it is a quality that everyone in the service industry should possess. The Front Desk Agents were not particularly at fault for not knowing information about the local Post Office; however, they were at fault for not handling the difficult situation that they created for one of their guests. Your unfortunate situation is a good example of poor guest service. If I were you, I would write the company and tell them about this situation- how it is a perfect example for training their employees on how to provide fail to provide quality guest service.Elena Tsonosnoreply@blogger.com