Service quality :
Mr. & Mrs. Sharma decided to celebrate their 1st wedding anniversary party along with their friends in
Hotel Flora. Mr. Sharma confirmed the booking with Mr. Ravi – restaurant manager for 27.9.04 , 08.00
p.m. the day was very busy for Mr. Ravi and therefore he took note of the booking mentally.
On 27th September Mr. Sharma and his guests started arriving. The parking was big problem, being a
weekend. Finally the guests arrived in restaurant . To Mr. Sharma’s surprise there was no booking made
for them nor there was place to visit in the lounge. When required Mr. Ravi. Was arrogant in telling Mr.
Sharma that weekends booking are not done. Hence there is no reservation of table was done. Mr.
Sharma was not only upset with management of restaurant but also embarrassed in front of his guests.
He finally had no choice but create a scene and demanded to meet the manager in – charge.
Questions
1. List out the critical points in the case and also list out the failure points.
2. How would you recover service failure in the above case? What does the unhappy customer want?
3. why people are an important in hold industry?
4. Draw a service flower for a restaurant.
Case study :
Kool travels Pvt Ltd. A Holiday Company has been arranging regular holiday tours to Rajasthan. Kool
Travels had regular arrangement with Maharaja Hotels for accommodation of their tourists in Jaipur.
In December 2005 Mr. Tejas a nd his family booked a Rajasthan Tour Package with Kool Travels and
checked into Maharaja Hotel in the room allocated to him and his family. However, Mr. Tejas did not
like the room and decided to register his complaint about the room. In the mean time his wife, Pooja
Switched on the television and was greeted by a screen with Maharaja Hotel Customer Survey. Using the
remote Control, Mr. Tejas Punched in his evaluation. To his surprise within two minutes of the receiving
the electronic communication, the hotel Manager called him to say that because the hotel was entirely
booked this beinga buzy season, the room could not be exchanged , however the guest could expect a
Hospitality Gift from the Hotel for5 his convenience.
The next day a garden facing room was available and the Hotel Manager offred the same to Mr. Tejas if
he wished to Shift , Mr. Tejas declined and told the Manager that he and his family were quite
comfortable in the present room.
Questions :
1. give your opinion about expected level of service in the case.
2. Analyse the service recovery in the case.
3. What would be the effect of this incident on the kool Travels ?
4. Why do you feel Mr. Tejas declined to change his room ?