Working with Colleagues and Customers

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Assessment 1 SITXCOM001A Work with Colleagues and Customers – Case Study Name: Date: Class: Your Task: Read the following letter and answer the questions below. __________________________________________________________________________________________ 25A/ 368 Lexington Avenue Manhattan New York 10037 USA Dear Sir/Madam My family and I have recently experienced a 5 day stay in your hotel. This was our first visit to Australia and a special treat for our teenage children. Unfortunately we have returned home very disappointed with our holiday. As a customer service manager myself, I feel it worth bringing to your attention some downfalls in your hotel operation. Firstly, we had pre-booked a private transfer from the airport to your accommodation via your reservation department. Although I did not receive any written confirmation your employee Jane assured me via a telephone conversation that she would organise this. As we arrived after a tiring 20 hour flight this service was nowhere to be seen, instead we had to catch a taxi. To make matters worse, the driver had no idea where your hotel was located so we were driven via a considerably longer route to your establishment. On arrival your two bellhops were stationed at their desk, but seemed to be more preoccupied with what I believe to be ‘internet surfing’ than helping us with our bags. They were slouched over the desk engrossed in whatever they were viewing on the computer screen. We consequently shifted our luggage in from the taxi ourselves. The service in your reception area wasn’t much better! The girl at first had trouble locating our reservation and then when she did she told us, rather abruptly, that we would have to wait another hour until our room would be ready. Although we did request an early arrival, and only arrived a little before the check in time of 1pm,

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