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To start with, two businessmen on their way to attend a conference in Manila made reservations to stay at one among the best hotels within the Asia-Pacific area namely; Mandarin Oriental Hotel. The hotel declares to include a personal strategy to service which mirrors not just its individual interests, but more significantly, that of its customers, staff members as well as shareholders. Despite the fact the hotel is highly renowned in terms of its services and facilities, the two businessmen faced several issues while their stay in the hotel.  Firstly, they were provided the costliest hotel limousine facility for their journey to the hotel from the airport. However, there had been a likewise trustworthy (but much less costly) hotel taxi facility available as means to arrive at hotel. Provided their restricted funds and the actuality that they hadn’t been notified about this choice, the two guests started to wonder if they had been cheated by offering just the limousine service. Secondly, one of the visitors decided to use the in-room direct-dial telephone facility and cautiously calculated the cost as per the information provided to be about NZD$10.00. But when he completed the call and checked the exact call charges, he was shocked to see that it showed a fee of NZD80.00. The guest consulted the guest services manager and was told that there was possibility for misunderstanding of the information concerning telephone charges inside the guest services directory. Thirdly, after continuously asking for complimentary umbrella, the guests failed to get one. The guests couldn’t suppose that such a well known hotel would not have a sufficient provision of complimentary umbrellas and couldn’t comprehend why their requirement for an umbrella wasn’t honored. Further, on confronting the caretaker they at last came to know that their doubts were right i.e. the concierge section didn’t have any complimentary umbrellas. The visitors felt that they had been cheated every time. Nevertheless, they were suggested that they can buy an umbrella from the retail store at the hotel.

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首先,他们参加在马尼拉会议预订的呆在一个最好的酒店亚太区内即在两个商人;文华东方酒店。酒店宣布包括服务反映的不仅仅是它的个人利益的个人策略,但更重要的是,它的客户,员工和股东。尽管酒店的服务和设施方面非常著名的,两个商人所面临的几个问题,他们在酒店住宿。首先,他们对他们的旅程从机场到饭店提供的最昂贵的酒店豪华设施。然而,有一个同样值得信赖的(但不太昂贵)酒店出租车设施提供的方式到达酒店。提供资金的限制,他们没有考虑这个选择通知现状,两个客人开始怀疑他们被欺骗只是提供豪华轿车服务。其次,一个游客决定使用在房间直拨电话设施和谨慎地计算成本按提供大约有10新西兰元的信息。但当他完成呼叫并检查确切的电话费,他看到了nzd80.00费震惊。客人咨询客户服务经理,说有可能对电话费在宾客服务目录信息的误解。第三,不断地要求免费的伞后,客人没有得到一个。客人不想这样一个众所周知的酒店就不会免费提供充足的雨伞和无法理解为什么他们的雨伞还要求不尊敬。此外,在面对他们终于知道他们的怀疑是正确的:礼宾部没有免费的雨伞看守。游客觉得他们被骗了每一次。然而,他们认为他们可以在酒店的零售店买一把伞。

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