Customer Service at the Roccoco New York Hotel Essays

Customer Service at the Roccoco New York Hotel Essays Customer Service at the Roccoco New York Hotel Essay Customer Service at the Roccoco New York Hotel Essay Introduction This case involves a dissatisfied customer of The Roccoco New York Hotel who received the service failure when she stayed in the hotel. The case demonstrates that there were four main areas where the hotel failed to meet the expectations and satisfaction of the customer and that includes internal managerial quality and the failure to manage the service failure after complaints were received. Overall The Roccoco New York Hotel failed in following fields: Failure of Internal managerial quality * The hotel was failed to meet the consumer expectations since it provided the wrong bed and room to the consumer. King bed non smoking/ Two beds smoking smell) * The hotel did not do well on the time control in terms of the delivery of luggage meals. * The hotel was failed on staff training for late check in for consumers. The failure to manage the service failure * Delayed for the meal delivery, but did nothing on the compensations. * The service attitude was not appropriate after receiving complaints. Possible solutions Solution 1 Retraining staff The staffs need more training on crisis management and servicing consumers. The staff should be patient, and have the listening skill to response the complaints in the right way. Moreover, time management is also an essential issue to the hotel. The hotel should make a regulation of the SOP (Standard Operation Process) to improve the time of delivery luggage. Solution 2- Interactional justice The Roccoco New York Hotel needs to develop more interactional relationship between the staff and the consumer to avoid discontent that occurred from offering the wrong type of room. The staff should explain the reason of failure and delivery the right room key personally to the consumer rather than asking the consumer came to the front desk. Also, they need to explain the reason of wrong room and luggage delivery delay to the consumer rather than just passing it. Solution 3- Outcome justice This option aims to provide compensations to the consumer when the service failures occur. For example, upgrade the room to the consumer since they offered the wrong room at the initial time and delivery luggage late. In addition, free charge or discounts for meal because of its delay. Evaluations The option 1, retaining staffs which is not only focusing on the training of responding consumers appropriately, but also cultivating staffs have high Emotional Quotient to handle the complains. It could be predicted that consumers are able to receive benefits and professional services through retaining staffs. It is definitely could improve the service quality, however, it seems that it is benefit for further consumers instead of for the current consumer who had a complaint to The Roccoco New York Hotel. Although this option is able to decrease the number of complaints in the future, it does nothing to the current consumer who had complaints already. Therefore, it is unlikely the best option to the hotel on resolving complaints. The second option, interactional justice, is better than the option 1 on handling complaints. Interactional justice could result in a successful service completion. By explaining the reasons of service failure to the consumers, consumer might understand and then decrease the degree of discontent. However, not all of the consumers could understand the service failure if just explaining the reasons, they might consider that the factors of failure should not occur and continue discontent. Thus, this option seems not perfectly suitable for handling complaints for each consumer. The third option, outcome justice, might decrease the degree of discontent from consumers somehow. This is because the failure of service has occurred, except explain the reasons of failure to the consumer, it is impossible to make time going back. Thus, only thing that the hotel could do is trying to decrease degree of discontent from the consumer by offering compensations. In this case, upgrade the room and offer discounts even free charge for meal would be lucrative ideas to resolving the complaints. The main reason of complaint is that the consumer did not receive the service outcomes she paid for. It would be helpful to decrease her discontent by offering the extra values to her. Therefore, this option is better than the option 1 and option 2 Recommendation The recent research had found that offering internal explanation together with compensations would decrease the number of complaints to the higher managers effectively (Lovelock Patterson Wirtz 2011). Therefore, the option 3 would be recommend to The Roccoco New York Hotel since it is able to improve the degree of discontent from the consumer efficiently. Reference list Lovelock Patterson Wirtz 2011, Service marketing, Pearson, Australia.

Free Essays on Coastlines

â€Å"Coastlines constantly change due to the processes of erosion and deposition† Australia’s coastline measures over 36000 kilometres. About 85 per cent of the population live in coastal towns or cities. More than 25 per cent live within 3 kilometres of the coast. The coast is important as a natural and human resource. Many people use coasts for recreation as well as industries, fishing locations and ports, but not many people realise that coasts are constantly changing. These changes are due to the processes of erosion and depositon. Erosion is the wearing away of the earths surface by agents such as wind and water. Waves are constantly striking against a coastline and when the weather is windy, the waves are larger and more powerful. As the wave hits the coastline, the energy in them is used to erode rocks and move sand, pebbles and other material. Bays and headlands are formed by erosion; they result from rocks eroding in different ways. Soft rocks are worn away more readily and form bays. The harder rocks take longer to erode and form headlands. An example of a coastal feature caused by erosion is a cave. A cave will be formed where weak rocks are eroded on each side of a headland. Over time the caves will erode enough to join, forming an arch. Further erosion of the rock supporting the arch will cause it to collapse, leaving a stack. Sometimes where we have only one cave, forming in the face of a cliff. The water can sometimes find a weakness in the cliff face and find a way to the surface, forming a blowhol e. Deposition also plays a major part in the constant change of our coastlines. Waves carry sand and other material on and off the shore. When a wave breaks, the water from it runs up the beach. This is called swash. The movement of water back down the beach to the sea is called the backwash. When storms occur and waves are large, more material is carried in the backwash to deep water. These are called destructive wave... Free Essays on Coastlines Free Essays on Coastlines â€Å"Coastlines constantly change due to the processes of erosion and deposition† Australia’s coastline measures over 36000 kilometres. About 85 per cent of the population live in coastal towns or cities. More than 25 per cent live within 3 kilometres of the coast. The coast is important as a natural and human resource. Many people use coasts for recreation as well as industries, fishing locations and ports, but not many people realise that coasts are constantly changing. These changes are due to the processes of erosion and depositon. Erosion is the wearing away of the earths surface by agents such as wind and water. Waves are constantly striking against a coastline and when the weather is windy, the waves are larger and more powerful. As the wave hits the coastline, the energy in them is used to erode rocks and move sand, pebbles and other material. Bays and headlands are formed by erosion; they result from rocks eroding in different ways. Soft rocks are worn away more readily and form bays. The harder rocks take longer to erode and form headlands. An example of a coastal feature caused by erosion is a cave. A cave will be formed where weak rocks are eroded on each side of a headland. Over time the caves will erode enough to join, forming an arch. Further erosion of the rock supporting the arch will cause it to collapse, leaving a stack. Sometimes where we have only one cave, forming in the face of a cliff. The water can sometimes find a weakness in the cliff face and find a way to the surface, forming a blowhol e. Deposition also plays a major part in the constant change of our coastlines. Waves carry sand and other material on and off the shore. When a wave breaks, the water from it runs up the beach. This is called swash. The movement of water back down the beach to the sea is called the backwash. When storms occur and waves are large, more material is carried in the backwash to deep water. These are called destructive wave...

Changing our lives Essay Example | Topics and Well Written Essays - 500 words

Changing our lives - Essay Example Moreover, establishing of goals indicates how much progress has been made and how far one is from his destination. Thus, like millions of people, I have also established few goals to be achieved in my life. One of my primary goals is to seek higher professional education from the USA. Since I belong to the Middle East, proceeding to the USA for acquiring Masters Degree in International Relations is my prime ambition. It would be a token of great honor, respect and prestige when my family members, friends and relations would introduce me with others as a foreign qualified young man. It would certainly boost up my morale and I would experience the bewitching fragrance of pride and respect in my mind. Proceeding to the western societies for seeking professional education is really a pleasant dream for the Arab youth, because lucrative jobs and rapid promotions are in wait of such qualified persons on their return in their native country. During my stay in the USA, I will be able to lear n many things related to culture, civilization, society, religion and politics of the world. It is reality beyond suspicion that the USA is a multicultural society, where people belonging to divergent racial, ethnic, regional, religious and cultural groups and communities live together.

Discribe the parliamentary sovereignty from constitutional prespective Essay

Discribe the parliamentary sovereignty from constitutional prespective - Essay Example According to the conventions of the British constitutional law in the past century, it is indicative that the dicey theory was the most influential one among all that were advanced in the century. The theory advanced by lord dicey postulates that the parliament has the right under the English constitution to make or repeal any law irrespective of circumstances. The theory goes further to state that there is no one under the constitution that has the right to override or amend the legislation made by the parliament. Therefore, the theory posits that the sovereignty of the parliamentary made legislation is absolute as long as it is working within the scope of the constitution. Notwithstanding the above ideal postulated by the theory, there are some sophisticated arguments that can be levelled against the doctrine that lord dicey fronts. The argument, notably, challenge the validity of the theory in the light of devolution, European convention on human rights and European union laws. This means that the point of absolute power of the parliament is not valid since there are limitations imposed upon it on the issues stated. Therefore, due to lack of the common point of reference on the absolute power of the parliament made legislations, various authorities in constitutional law have suggested an evaluation of the sovereignty of the constitution from a purely conventional approach. This approach seeks to remove the notion postulated by dicey theory on the supremacy of the parliament made law. As indicated earlier the power of the parliament in making the laws is absolute and it can only be repealed by another parliament. However, some of the scholars in law insist in the absolute power of the parliament in making the laws. This means that the parliament still harbor the right to make the unquestioned law as it is a convention under the British constitution. Others argue that in as much as the sovereignty of the constitution forms a

Traditional Marriage Essay Example for Free

Traditional Marriage Essay â€Å"In Sacred Rite or Civil Right,† Howard Moody, a Baptist minister, discusses his inner thoughts on the subject of marriage. He explains the tradition of marriage and informs the rights and freedoms of the people along with describing how it all affects people whether they are against it or with it. Most Christians of all denominations believe that a â€Å"traditional marriage† is the union between two people of the opposite sex and only have one significant other. Moody explains, â€Å"Christians feel superior about their ‘tradition’ of marriage, I would remind them that their scriptural basis is not as clear about marriage as we might hope† (353 Moody). He discusses how in the Bible that some important men have more than one wife and some children have different mothers and fathers. Most people forget this or choose not to see it that way. They â€Å"seem to be unaware of the real history of the institution of marriage† (Mataconis). Anti-gay religious groups and anti-gay individuals are people who discriminate gays and lesbians and believe that they should not be given a â€Å"traditional marriage† because they view them as sinful and damned in hell for all eternity. Moody explains that these religious groups and individuals do not realize that their so called â€Å"traditional marriage† isn’t as what it seems to be. In earlier periods of time, such as the 1700s and 1800s, â€Å"Marriage was about property and power rather than mutual attraction. It was a way of forging political alliances, sealing business deals, and expanding the family labor force. For many people, marriage was an unavoidable duty† (Mataconis). As Mataconis states, a â€Å"traditional marriage† was thought of as a legal contract; that a couple who was to be married should be married under certain circumstances, not out of love as people nowadays believe it to be. Freedoms and rights are also huge according to Moody. If freedom of choice means anything to individuals (male or female), it means they have several options. They can be single and celibate without being thought of as strange or psychologically unbalanced†¦ single and sexually active without being labeled loose or immoral†¦ single with [a] child without being thought of as unfit or inadequate† (354 Moody). He believes that if these options were fine with society, the rate of divorce would have never reached as high as nearly 50 percent. He also states the differences of marriage between religion and state. The state sees marriage as a contract between a â€Å"man and woman in order to protect money, property, and children† and religion sees marriage as a spiritual and romantic union between two people (355 Moody). ‘Faith in America’, a group based on religious views, even states, â€Å"Every American citizen has the right and freedom to marry the person they love without regard to race, gender, nationality, religion or any other social category† (FIA). This claims that one’s rights should not be taken away due to any circumstance, whether society views it correct or not. Many people, whether they are for a â€Å"traditional marriage† or not, are either extremely affected by it or just don’t care. Some people just ignore it and don’t bother to say anything while others are constantly bickering about the morality of the matter. Some see same gender marriages as disgraceful, wrong, and incredibly sinful, while others go about their ways and do not give it much attention. Why would we as Americans not want our government and its laws to recognize that same marriage sanctity for gay and lesbian individuals in their pursuit of liberty and happiness? † (FIA). Many see same-sex marriage as a way to gain rights that opposite gender couples have, such as tax breaks, medical insurance, dependency status, retirement benefits, social security benefits and inheritance rights. â€Å"Obviously, the only reason one can discern is that the opponents believe that gay and lesbian people are not worthy of the benefits and spiritual blessings of marriage† (356 Moody). Never the less, whether people agree with it or not, life goes on. In conclusion, everyone has the right to be married to whomever they please, or they should at least be able to live with whoever they want. Though people may see it as immoral, it is a God given right that every person should be able to love whoever they want without discrimination. Is it wrong? That is up to a person’s beliefs, whether society agrees with today’s â€Å"traditional marriage† or not.

OBriens Things They Carried Essay: An American Nightmare

History has shaped every country and their people, in particular negative experiences like the Holocaust in Nazi-Germany or the Vietnam war, involving the United States in a grueling controversy from 1964 until 1975. The author Tim O'Brian confronts an American audience in his short stories "The Things They Carried" with the inhumane consequences of political and military power decisions by rewriting history from a subjective,individual point of view. Thus he forces the audience to take a stand, to ask questions, to get morally and ethically involved. The narrative structure of the "Sweetheart of the Song Tra Bong" and "How to Tell a True War Story" contains two levels, the first on being a discourse about the characters of Vietnam stories. The "I", the narrator, introduces 'Rat' Kiley as his source for the narrative that follows. He characterizes stories about war as "strange", "swirling back and forth across the border between trivia and bedlam, the mad and mundane". The stories have a life of their own, reality is not absolute, not final. With this image he describes the ambiguity of war itself, the normality that turns into insanity, he summarizes the narrative about Mary Ann Bell and her experiences with the war. The narrator clearly states the purposes of these stories, he is not interested in factual truths about the war, he openly questions the reliability of his source: "Rat had a reputation for exaggeration and overstatement". He wants the audience to "feel exactly what he felt", an emotional experience, a subjective app roach. The second narrative level tells the story about Mary Ann Bell, the "Sweetheart of the Song Tra Bong". The narrator, probably the author, retells Rat's story in his own words, so that t... ...ositive as well as its negative accomplishments. But how is this to be done, how do we deal with history personally and politically? Ths author Tim O'Brian gives us one answer in "How to Tell a True War Story" on page 69: "You can tell a true war story if it embarrasses you. It you don't care for obscenity, you don't care for the truth; if you don't care for the truth, watch how you vote. Send guys to war, they come home talking dirty". In other words if you don't want war watch how you vote. The connotation of this statement is far reaching, it naturally places responsibility on the American government for having participated in the war, but it foremost appeals to the american public to take responsibility and to use this history, this story to create a better future. Works Cited: O'Brien, Tim. The Things They Carried.New York: Penguin Books USA Inc., 1990.

Brain Cell Transplants

For decades the wonders of science have miraculously improved and given hope to the unfortunate individuals of the world. From stem cell research to cloning, there is not a day that goes by that there is not a lab that is not full of eager scientists working hard in effort to find a cure for some of the millions of illnesses that are present today. There are many disabled children living throughout the world today. In fact, they make up quite a large portion of the world.From mental illnesses, to physical disabilities, there are thousands  of different types of diseases that strike newborns and children every day. Causes attributed to such illnesses can be anything from hereditary reasons to environmental. Fortunately, we have our magnificent scientists striving to help these children. In August of 2000, scientists began developing brain cell transplants to treat the damage caused by a stroke. The procedure appeared to benefit some patients. What this means is that their is, in fac t hope for children with mental disabilities, because a stroke causes mild to sever brain damage.Rehabilitation plays an important role once the brain cell transplants have taken place. And, not all patients will show signs of improvements. This is an ongoing study that is still being worked on and has much room for improvement. In the laboratory, scientists have actually developed a process which uses several to transform cells called LBS-neurons into mature brain cells or neurons. The regular LBS-neurons originate from human tumor tissue composed of embryonic like cells. This is a long way from looking through a magnifying glass!