An Extreme CRM Case: Front Office




Customer Relationship Management
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luisa
Student (Other)

An Extreme CRM Case: Front Office

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?
 
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Chad Gerondale
Manager, United States
 

Unhappy Guest at Hotel Complaining About a Tree

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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