CRM Case: Front Office

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CRM Case: Front Office
luisa, Student (Other), Canada

A hotel guest makes a complaint at the front desk, stating "Those enormous trees woke me up last night. I got no sleep.You owe me a complimentary room upgrade for this problem for the rest of my stay."
How would a front desk react to this?

Unhappy Guest at Hotel Complaining About a Tree
Chad Gerondale, Manager, United States
Depends on if I had an upgraded room to meet his request.
If I do, and it is not scheduled, I give it to him, apologize, ask for specifics about the tree, and then have grounds maintenance cut it down. We then invite the guest to a hot dog and marshmallow roast (using wood from the just cut tree) and have the complaining guest known as the guest of honor for allowing the situation to unfold.
If a campfire is not allowed, we still prune, etc. And then follow up with the guest thanking him for bringing it to our attention, and offer an upgradeable room the next time he or she stays with the organization again.



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