The following case demonstrates the unique importance of the improved cooperation between different hotel departments and outlines problems that might appear in case the staff lacks mutual understanding and makes some crucial errors.
Mr. Smith from Florida is going to visit New York on his business and books a room in a hotel. Considering the fact that at the period of time when he visits the city a great income of tourists and other people is expected, Mr. Smith decides to book the room in advance and points out that he will stay in a hotel for ten days. A specialist responsible for online bookings receives the order reserves a room for one person. A worker also wants to specify if there are any additional demands. Mr. Smith states that hypoallergenic linen should be used as he is allergic to the traditional one. Moreover, he insists that the breakfast served for him should consist of non-fried and mild dishes as he suffers from gastritis. At the same time, Mr. Smith from Kentucky also books a room via the telephone. He wants a luxury apartment for five persons as the whole family will arrive to New York. He will spend 3 nights there. There are no specific demands to menu, linen, or other aspects. His order is also reserved.
In two weeks Mr. Smith from Florida comes to the hotel and wants his room. Receptionist shows him a hotel suite. Surprisingly, Mr. Smith admits that it is not a single room but a luxury apartment. Trying to elucidate the situation he comes to reception; however, a hotel clerk is sure that everything is fine as there is a booking for Mr. Smith. At the same time, the family from Kentucky arrives. It is obvious that a room for single person is too small for them and they are more than dissatisfied with the service. An arrived manager starts the investigation of the case and discovers several poor mistakes that come from the lack of the understanding between the departments and result in the great displeasure. First of all, the front-office department confused customers names and the main demands to hotel suits. Additionally, they provided the wrong information to accounting, kitchen, and housekeeping departments. As a result, beds in a luxury apartment are made with hypoallergenic linen. Moreover, a special menu is also suggested to the visitors of this very room. Moreover, considering the fact that the orders are confused, a room for one person is provided for the Smith family for three nights and then new guests are expected; when the luxury apartment is reserved for ten days. It is obvious that a great problem appears. Even in case the numbers will be changed, Mr. Smith will have no place to live as in three days a new person will arrive. Therefore, one should also realize the fact that prices for these rooms are different which means that the accounting department also makes a mistake and confuses the names and fees.
In consequence of these misunderstandings, the hotels image is damaged. Its customers are not satisfied with the suggested services and would hardly recommend it to their friends.
What are possible solutions to this very problem?
What could you recommend to improve the understanding between different departments to avoid the situation of this sort in future and preserve the image of the hotel?