"The Missing Reservation"

Q 1

The hostess’s actions according to the restaurant were right. As the company had witnessed their guest’s failure to honor their reservation, the employees were supposed to explain to the customer in a polite way that their tables were to be set in the shortest time possible in order to make them comfortable. On the other hand, the hostess was not supposed to explain to the customers as it made her appear rude. The restaurant manager was ought to take a step and be the one to explain to the customer the reason as to why there was no reservation rather than delegating that task to the duty manager who served as a hostess, therefore her actions were not consistent with customer quality philosophy. She would have first welcomed the customer together with the children and offer them a place immediately as they waited for their table to be ready rather than leaving them in order to attend to other duties. After making them settle down the hostess would have made a step of calling the restaurant manager in charge who would explain to the customer the reason as to why there made no reservation (Evans, 2016).

Q 2

Being a customer at the restaurant it would have been shocking to receive such a letter. The letter was not polite to its valued guests as it did not show what steps it was going to take in order to make sure that it does not happen again. The restaurant manager received the letter as asked the hostess to reply on his behalf showed the lack of customer’s appreciation in the company. Upon receiving such a letter as a customer to the restaurant I can only make one judgment that the company does not take into consideration the customer’s compliance and give them the necessary attention they require (Evans, 2016). The total quality lead would have responded differently and in a more polite way in order to make the customer valued. It was rude for them to say that their records showed no reservation while the truth of the matter is that Mark did make a reservation. The fact that the hotel manager did not respond shows negligence in his work. It also creates a bad reputation for the manager as they show no respect to the customer and hence they don’t value them (Evans, 2016).

 

 

 

 

 

 

 

 

 

 

 

 

 

Reference

Evans, J. R. (2016). Quality and performance excellence: Management, organization, and strategy. Cengage Learning