Question

Please answer Task 4 only. Please.

Answer all the below Tasks.

General Assessment Criteria:                                            

1. Paragraphs
2. Proper tone
3. Consider all of the 7Cs
4. Use half block style (letter one)
5. Use full block style (letter two)

Scenario:

You are a regular at one of the five star hotels in the UAE. You have been a loyal customer for over a decade now. All your trips, meetings, parties and conferences are held by this hotel. Last week, you arranged one of the biggest business meetings ever of your career at this hotel, but the service provided to your guests was not what you expected. Some of the issues were (a) waiters vs. guest ratio, (b) punctuality of the hotel staff, (c) misjudgment of the menu ordered, (d) valet parking and limousine service and (e) mistakes made in delivering the right laundry to the right room.

I. Task 1: 400 to 600 words (20 Marks)

As a long-standing customer, you are required to write a letter of formal complaint to the Operations Manager of the hotel. You are required to express your dissatisfaction and include in the letter the reasons why you are dissatisfied (be creative).

II. Task 2: 400 to 600 words (20 Marks)

This time it is you that is the Operations Manager of the five star hotel mentioned in scenario one. You have received the letter of complaint in Task 1. How would you respond to this letter of complaint given that the customer is a valued customer of over 10 years?

III. Task 3: 250 words to 350 words (25 Marks)

For the same meeting, make an agenda. Include all that is relevant. Use any format you know of. Include all the ingredients of an agenda. (Tip: Be Creative!)

IV. Task 4: 1500 to 2000 words (25 Marks) (It would be really helpful if you could answer it, even if it doesn't match the word count its fine, just a correct format with few ideas is of great help.)

Write an objective report. (a) Keep the 5 WH plan in mind. (b) Use headings and sub-headings effectively. (c) Use the report format you have learnt in the class, including all the parts of a standard report. (Based on the scenario and tasks given above)

Please answer Task 4 only. Please.

Thank you.

Answer 1

Report

Author : Ryan Scott

Date : March, 14, 2020

Summary :

For the meeting hotel in UAE is chosen by a valued customer. In the arrangement of meeting some issues especially in customer service arouse like late service, problems related to parking, long waiting, order misunderstanding etc. Customer is dissatisfied with the services so he complained about the problem to the operations manager and operations manager apologized for the inconvenience.

Introduction :

Purpose : To introduce the issues happened in the service in the hotel during a big meeting arranged by a valued customer.

Body :

What are the issues?

Content: Issues are as follows

1) Waiters were less in numbers to serve the guests.

2) Hotel staff was not punctual at the time of service.

3) Service staff was not able to judge the orders properly.

4) Problems in valet parking and limousine services.

5) Laundry services are not on time.

Why is the issue important?

Content: This issue is really important because it is related to the hotel reputation, dissatisfied customer is a loyal customer, guests for meeting are also dissatisfied so this also damages the hotel reputation, sales may be decreased if this kind of issues happen regularly, mouth publicity may get effected.

Who are involved?

Content: following are involved in the situation

1) Hotel service staff

2) Customer who arranged meeting.

3) Guests who were invited.

4) Operations manager

When did the problem start?

Content: Problem started from the entry of guests like valet parking, long time waiting, misjudgement of orders, when laundry was awaited, waiting for hotel staff on time, availability of hotel staff. So each time when service was called problem came.

Where was the operations manager when he got the complaint?

Did operations manager discuss the issues with the service staff and the management?

If yes, than what are the areas of improvement?

How would the manager would inform?

Content: To inform about the issues manager will go for following

a) A complaint letter to the hotel management.

b) Meeting with the service staff and management.

Conclusions and recommendations :

Purpose: To understand the issues and recommend the proper solution.

Content: Manager concluded that problem was due to the service staff crisis i.e. to serve more guests more number of staff is needed.

He recommended recruitment of more service staff and facilities should be improved.

An apology letter should go to the customer for service problems.