Problem
Select a hotel in the Metro Vancouver area. Contact the hotel via phone as well as in person to find out about guestroom availability for any 2 nights in MONTH? (If no rooms are available on the dates you select, choose another date!). Request rates for at least 3 different types of rooms.
Use the following guideline to process your investigation:
I. Phone enquiry:
i. How did the phone operator answer your call?
ii. The quality of service over the phone.
iii. The rates for different room types (on that specific date).
iv. How was the conversation concluded?
II. Front Desk enquiry:
i. How were you greeted at the front desk?
ii. What were the rates for the different room types?
iii. What were some of the questions asked by the front desk agent?
iv. How would you rate the service provided at the front desk? Why?
III. Compare both experiences in terms of the information gathered as well as the degree of service provided. Would you recommend making reservations over the phone or in person? Why??
IV. Observe the service flow of the Front Office check in procedure from guest arrival at the hotel entrance. How does the doorman/valet greet and assist guest upon arrival? At which point does the bellman take over the assistance of luggage? Who assists the guests up to the room?