A front desk clerk at a ReView Hotel receives a call from a ReView Gold Rewards Member guest complaining that the wireless Internet in her room is fading in and out. Without Internet access, she won't be able to make her deadline for this business trip.
-What could the desk clerk do to maintain the guest's cluster of satisfactions?
A)The desk clerk cannot do anything,as the desk clerk does not have the technical skills to fix the wireless connection.
B)The desk clerk should not do anything,as the desk clerk is not a salesperson and therefore does not have responsibility for creating the cluster of satisfactions.
C)The desk clerk should offer to put the guest in an empty room as close to the original room as possible,to avoid inconveniencing the guest further.
D)The desk clerk should offer the guest the use of the lobby wireless,which the clerk knows to be problem-free,along with a discount off the charge for the room.
E)The desk clerk should refund the guest's full payment for the hotel room and find the guest a room at another hotel that can guarantee that its wireless service is problem-free.

Question

Quizplus · Accepted Answer

The desk clerk should offer the guest the use of the lobby wireless, which is problem-free, along with a discount off the charge for the room. This will help address the immediate issue of the guest not being able to complete her work, while also showing that the hotel is committed to resolving the issue and providing good customer service. Additionally, offering a discount can help mitigate any perceived inconvenience to the guest. Option A is not an acceptable answer because the desk clerk should at least attempt to troubleshoot the issue or contact technical support. Option B is not acceptable as providing good customer service is part of the desk clerk's job responsibilities. Option C is not the best option as it requires the guest to move rooms, which may be inconvenient. Option E is not the best option as it is an extreme measure and may not be necessary depending on the severity of the internet issues.

A Front Desk Clerk at a ReView Hotel Receives a Call