Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.
There are many issues that Mr. Metz should be concerned with when it comes to running the ATMI hotel. It is the general manager's job to make sure the guests are being pampered and taken cared of. The most apparent issue that the guests; Dr. Hankins and his wife had was the lack of cleanliness in the room. A hotel's
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His intention behind the letter was to let general manager Andres Metz, know how his experience went while staying at his hotel. The letter was to let Mr. Metz know the feedbacks of his guests. It is advantageous towards Mr. Metz because it allows him to identify what he can do to make sure his future guests have a pleasant stay and a better experience. Dr. Hankins’ letter does form a basis for action because every feedback from a customer or guest is important. Not only can Dr. Hankins and his wife have an unpleasant visit, it could potentially mean many other guests have been in the same or similar situations as well. Dr. Hankins’ feedback is comparable to a critics’ opinion, he provides good criticisms that can benefit the ATMI hotel in the near future.
Mr. Metz should respond to the letter by taking responsibility to properly ensure that his hotel is running smoothly without dissatisfying any guests. The problems should be investigated and solved right away. Mr. Metz should hold a staff meeting to talk to each department and inform them of the complaint that have come about due to bad services. He should remind the workers that catering to the guests’ needs and requirements should be their first priority. Dr. Hankins’ complaint letter can be used as a teaching example because it lets the hotel workforce identify precisely what area they lack in, and how they can come up with a better solution to guarantee it does not happen