This case consists of a disappointed customer from the Roccoco Nyc Hotel who have received the service failure when the lady stayed in the hotel. The truth demonstrates that there were 4 main locations where the hotel failed to meet the expectations and satisfaction in the customer and that includes internal managerial quality and the failure to manage the service failure following complaints were received. Total The Roccoco New York Lodge failed in following areas: Failure of Internal bureaucratic quality
* The hotel was failed to fulfill the consumer objectives since it offered the wrong bed and place to the client. (King pickup bed & no smoking/ Two beds & smoking smell) * The hotel would not do well around the time control in terms of the delivery of bags & dishes. * The hotel was failed on staff practicing late examine in for buyers. The failure to manage the service failure
5. Delayed pertaining to the food delivery, although did practically nothing on the compensations. * The service frame of mind was not appropriate after receiving complaints. Feasible solutions
Remedy 1 Re-training staff
The ecuries need more teaching on catastrophe management and servicing customers. The staff needs to be patient, and have the listening skill to response the issues in the right way. Moreover, time management is also a necessary issue towards the hotel. The hotel should make a regulation of the SOP (Standard Operation Reaction) to improve the time of delivery luggage. Solution 2- Interactional justice
The Roccoco New york city Hotel has to develop even more interactional relationship between the personnel and the customer to avoid unhappiness that took place from providing the wrong sort of room. The staff should clarify the reason of failure and delivery the ideal room essential personally to the consumer rather than asking the consumer came to front side desk. Also, they need to make clear the reason of wrong place and luggage delivery wait to...