The Regal Carnation Hotel, Guam
Steve McKenzie a management consultant from New Jersey reflected back on his Easter Holiday trip where they stayed at The Regal Carnation Hotel in Guam. He remembered the false advertisement of the website, many missed opportunities, and the lack of management and customer service on a vacation that over promised and under delivered. He contemplated writing a letter to the Hotel owners and management, although he may not personally receive something in return, knowing he may be able to make improvements on future travelers was motivation enough.
1) Management/Customer Service
2) Website Content
3) Lack of return ...view middle of the document...
When the front desk manager passed by and saw what was happening, he intervened and finished the check-in. This is an example of poor management and lack of commitment to properly train their employees or interns. This is a result of an increase in the check in process, which will deter customers from returning.
Once the couple started to get settled into their room, a number of different incidents occurred that could of easily been handled with a properly trained staff that executed 5-star customer service. McKenzie asked for a luggage rack, which was promised immediately and never delivered to his room. McKenzie also made several requests that extra pillows be brought to his room, which were promised and were failed to deliver (Kayalar). With key persistence he was later told, “the hotel did not have extra pillows available.” I want to note that the hotel was not at full capacity, so if proper customer service was instilled in the employees a trip to a vacant room for a pillow could have easily solved this request. The couple in turn requested towels to use to bulk up the flat pillows. Thankfully, the towels were delivered, however, the employee did not address their inconvenience and in fact never said a word or had a smile on their face. Customer service is not only providing the material, but it is also having the face of the employee that is representing the company or business to make a good impression on the guest or client. Another issue with the room was the restocking of everyday needs such as toiletries and towels (Kayalar). Something that was not brought to the couples attention at check-in was the fact that they needed to specify if they wanted their sheets changed. The customer service part that was missing in this incident was the staff never informed the couple that the tag used to request the bedding be changed was in shelf in the bathroom out of plain sight (Kayalar). This seems as if this flyer is strategically placed so the employees will have to do less work than what little is required of them already.
To reflect on my point about customer service not only being provided in the materials, but also in the employee representing the company is a great example of what the housekeeping staff at Regal Hotel Carnation did not exhibit. In the case it states that most of the housekeeping staff was Filipina workers whom McKenzie overheard them speak “plausible English” throughout the Hotel, but if a guest asked them a question they would respond with “no speak English.” Their poor attitude, lack of friendliness and unhappy statures did not give off a warm, welcoming impression to have repeat guests.
To help solve the lack of customer service that is portrayed throughout Regal Carnation Hotel is to have management provide adequate training and acknowledgement to their employees. McKenzie stated that in his experience when employees have poor attitudes and an unhappy demeanor, it is the employee’s way of...