Customer Service at the Roccoco New York Hotel Essays

Customer Service at the Roccoco New York Hotel Essays Customer Service at the Roccoco New York Hotel Essay Customer Service at the Roccoco New York Hotel Essay Introduction This case involves a dissatisfied customer of The Roccoco New York Hotel who received the service failure when she stayed in the hotel. The case demonstrates that there were four main areas where the hotel failed to meet the expectations and satisfaction of the customer and that includes internal managerial quality and the failure to manage the service failure after complaints were received. Overall The Roccoco New York Hotel failed in following fields: Failure of Internal managerial quality * The hotel was failed to meet the consumer expectations since it provided the wrong bed and room to the consumer. King bed non smoking/ Two beds smoking smell) * The hotel did not do well on the time control in terms of the delivery of luggage meals. * The hotel was failed on staff training for late check in for consumers. The failure to manage the service failure * Delayed for the meal delivery, but did nothing on the compensations. * The service attitude was not appropriate after receiving complaints. Possible solutions Solution 1 Retraining staff The staffs need more training on crisis management and servicing consumers. The staff should be patient, and have the listening skill to response the complaints in the right way. Moreover, time management is also an essential issue to the hotel. The hotel should make a regulation of the SOP (Standard Operation Process) to improve the time of delivery luggage. Solution 2- Interactional justice The Roccoco New York Hotel needs to develop more interactional relationship between the staff and the consumer to avoid discontent that occurred from offering the wrong type of room. The staff should explain the reason of failure and delivery the right room key personally to the consumer rather than asking the consumer came to the front desk. Also, they need to explain the reason of wrong room and luggage delivery delay to the consumer rather than just passing it. Solution 3- Outcome justice This option aims to provide compensations to the consumer when the service failures occur. For example, upgrade the room to the consumer since they offered the wrong room at the initial time and delivery luggage late. In addition, free charge or discounts for meal because of its delay. Evaluations The option 1, retaining staffs which is not only focusing on the training of responding consumers appropriately, but also cultivating staffs have high Emotional Quotient to handle the complains. It could be predicted that consumers are able to receive benefits and professional services through retaining staffs. It is definitely could improve the service quality, however, it seems that it is benefit for further consumers instead of for the current consumer who had a complaint to The Roccoco New York Hotel. Although this option is able to decrease the number of complaints in the future, it does nothing to the current consumer who had complaints already. Therefore, it is unlikely the best option to the hotel on resolving complaints. The second option, interactional justice, is better than the option 1 on handling complaints. Interactional justice could result in a successful service completion. By explaining the reasons of service failure to the consumers, consumer might understand and then decrease the degree of discontent. However, not all of the consumers could understand the service failure if just explaining the reasons, they might consider that the factors of failure should not occur and continue discontent. Thus, this option seems not perfectly suitable for handling complaints for each consumer. The third option, outcome justice, might decrease the degree of discontent from consumers somehow. This is because the failure of service has occurred, except explain the reasons of failure to the consumer, it is impossible to make time going back. Thus, only thing that the hotel could do is trying to decrease degree of discontent from the consumer by offering compensations. In this case, upgrade the room and offer discounts even free charge for meal would be lucrative ideas to resolving the complaints. The main reason of complaint is that the consumer did not receive the service outcomes she paid for. It would be helpful to decrease her discontent by offering the extra values to her. Therefore, this option is better than the option 1 and option 2 Recommendation The recent research had found that offering internal explanation together with compensations would decrease the number of complaints to the higher managers effectively (Lovelock Patterson Wirtz 2011). Therefore, the option 3 would be recommend to The Roccoco New York Hotel since it is able to improve the degree of discontent from the consumer efficiently. Reference list Lovelock Patterson Wirtz 2011, Service marketing, Pearson, Australia.

Epsilon Eridani Information

Epsilon Eridani Information Ever hear of Epsilon Eridani? Its a nearby star and famous from a number of science fiction stories, shows, and movies. This star is also home to at least one planet, which has caught the eye of professional astronomers. Putting Epsilon Eridani into Perspective The Sun lives in a relatively quiet and fairly empty region of the Milky Way galaxy. Only a few stars are right nearby, with the closest ones being 4.1 light-years away. Those are Alpha, Beta, and Proxima Centauri. A few others lie a bit farther away, among them Epsilon Eridani. Its the tenth closest star to our Sun and is one of the closest stars known to have a planet (called Epsilon Eridani b). There may be an unconfirmed second planet (Epsilon Eridani c). While this nearby neighbor is smaller, cooler and slightly less luminous than our own Sun, Epsilon Eridani is visible to the naked eye, and is the third closest star that is viewable without a telescope. Its also featured in a number of science fiction stories, shows, and movies.   Finding Epsilon Eridani This star is a southern-hemisphere object but is visible from parts of the northern hemisphere. To find it, look for the constellation Eridanus, which lies between the constellation  Orion and nearby Cetus. Eridanus has long been described as a celestial river by stargazers. Epsilon is the seventh star in the river that extends from Orions bright foot star Rigel.   Exploring this Nearby Star Epsilon Eridani has been studied in great detail by both ground-based and orbiting telescopes. NASAs Hubble Space Telescope  observed the star in collaboration with a set of  ground-based observatories, in the search for any planets around the star. They found a  Jupiter-sized world, and its very close to Epsilon Eridani. The idea of a planet around Epsilon Eridani is not a new one. Astronomers have studied this stars motions for decades. Tiny, periodic changes in its velocity as it moves through space indicated that something was orbiting the star. The planet gave mini-tugs to the star, which caused its motion to shift ever so slightly. It now turns out that, in addition to the confirmed planet(s) that astronomers think are orbiting the star, there is a dust disk, likely created by collisions of planetesimals in the recent past. There are also two belts of rocky asteroids orbiting the star at distances of 3 and 20 astronomical units. (An astronomical unit is a distance between Earth and the Sun.) There are also debris fields around the star, leftovers indicating that planetary formation did indeed take place at Epsilon Eridani.   A Magnetic Star Epsilon Eridani is an interesting star in its own right, even without its planets. At less than a billion years old, its very youthful. Its also a variable star, which means that its light varies on a regular cycle. In addition,  it shows a lot of magnetic activity, more so than the Sun does. That higher rate of activity, along with its very fast rotation rate (11.2 days for one rotation on its axis, compared to 24.47 days for our Sun), helped astronomers determine that the star is likely only about 800 million years old.   Thats practially a newborn in star years, and explains why theres still a detectable debris field in the area.   Could ET Live on Epsilon Eridanis Planets? Its not likely theres life on this stars known world, although astronomers once speculated about such life signaling us from that area of the galaxy. Epsilon Eridani has also been suggested as a target for interstellar explorers whenever such missions are finally ready to leave Earth for the stars. In 1995, a microwave survey of the sky, called Project Phoenix, searched for signals from extraterrestrials that might inhabit various star systems. Epsilon Eridani was one of its targets, but no signals were found.   Epsilon Eridani in Science Fiction This star has been used in many science fiction stories, TV shows, and films. Something about its name seems to invite fabulous stories, and its relative closeness suggests that future explorers will make it a landing target.   Epsilon Eridani is central in the Dorsai! series, written by Gordon R. Dickson. Dr. Isaac Asimov featured it in his novel Foundations Edge, and it is also part of the book Factoring Humanity  by Robert J. Sawyer. All told, the star has shown up in more than two dozen books and stories and is part of the Babylon 5 and Star Trek  universes, and in several movies.  Ã¢â‚¬â€¹Edited and expanded by  Carolyn Collins Petersen.