A Hotel Service Recovery Letter

Dear Mr Bennert,

Thank you for choosing to stay with us and for taking the time to write about your experience with us at (insert hotel name). We would like to offer our apologies on both the breakfast entitlement and the technical issues regarding the roof top pool access. At (insert hotel name), we pride ourselves on continuous improvement and your feedback will help us to design an impeccable stay for our valued guests.

We share your disappointment that it must have been frustrating to face issues with breakfast especially when you had been travelling with family and children. Upon investigation with the Front Desk Agent, Alex, who assisted you, it had been indicated that your booking confirmation included no breakfast. However, we should have taken the initiative to clarify with Agoda on your booking entitlements in that moment. Please be assured that in the future this will not happen again.

With regards to the key card fault, we regret that it tainted your experience in enjoying our Infinity Pool. We are currently installing a new key card system by 1 March 2017 to eliminate the shortcomings in our hardware. In the unlikelihood where this issue arises again, please do not hesitate to contact any of our Guest Service Agents through the phone terminals on every level of our lift lobbies. We will send you a new key immediately.

We are constantly improving our guest experience. As a form of sincerity, we would like to extend one complimentary breakfast for your family of five on your next visit. Please leave us with your e-mail address such that we may be in touch with you soonest.

We sincerely look forward to welcoming you and your family back with us again on your next visit to Singapore.

Warmest wishes,

Claudia Ng

Guest Relations Officer

(insert hotel name)

285 words

Assignment 2: Reflection On An Interpersonal Communication Problem

During my latest internship at a hotel, I encountered several communication issues. One of the most memorable was the encounter with these hotel guests that travels in a group of ten families.

It was the day for this big group of guests to check out. Each family came down to the lobby and they requested for bottles of distilled water at the concierge counter. Initially, I was not aware that these guests travel in a large group. Thus, upon the request of the first two families who reached the lobby early, I went into the luggage room which was quite a distance away from the concierge counter, to collect the distilled water which each guest room is entitled for.

Some time after, another batch of this large group of families came down and requested for the complimentary distilled water after seeing the first two families drinking from it. Once again, I went into the luggage room to collect the bottles of water, thinking that this group of families have all reached the lobby and not expecting this group to be so huge. Only after I passed this batch of guests the distilled water and they went to sit at the lobby couches, then I realize that they were waiting for more families to head down to check out.

Finally, the last batch of most families came down to the lobby. They too, requested for distilled water. This time, there were six families that came down at one go and they were all surrounding the counter and requested for the distilled water one by one. The situation was chaotic so I decided to ask for a total number of bottles so as not to make extra trips to collect the bottles.

However, only two distilled bottles were left and I had to went back to the guest who told me the total number of bottles a while ago and inform him about it. By this time, this large group of families have gathered and overcrowded the lobby area, to sing a birthday song for one of the family members. As I was finding the guest with the intention of informing him about the lack of distilled bottles, the "leader" of the group came forward and ask what was I doing. Before I was going to explain to him about my situation, he told me off as they are going to sing the birthday song. Thus, I explained to him in short about it, and he responded by saying he did not request for any bottles of water. I then identified the one who requested from me. To my dismay, the "leader" told me not to listen to him and gestured his own head, signifying that the one who requested has mental problems.

At this point, I felt all my time and efforts in finding more bottles of water have been wasted and I could have used this time to do the work I have on hand. So, what or how could I better communicate with this large group of families so as to be more productive?

My Personal Branding

Personal branding is the essence of marketing oneself and their career as brands. The first step to personal branding is to understand our authentic self and find our unique selling point. We have to be truthful to ourselves and fully believe in it so that others can buy into it. If there is lack of belief, it is very difficult to convince others and sell our value.

I am someone who is more open-minded and easy going with people. I am self-aware that I like simplicity and do not like to complicate matters which may lead to unnecessary conflicts. With an above average self-esteem, I am less wary of my insecurities in front of others because I am content with what I have and do not dwell much into it. The understanding of my character and knowing about my preference have made me create a self-concept of treating people with sincerity and bringing joy in conversations with people. Most of my friends pinpointed out that they see me as happy-go-lucky person, which explains my self-image. All these are my expectations and perspective of how I want to portray myself in front of public.

In terms of self-disclosure, I am more reserved in giving out information about myself during the first encounter with someone or acquaintances as I do not know him or her well. I tend to observe first to understand their characteristics so as to gauge the appropriate communication method to take to leave an acceptable impression to others. Having said that, I like to make a conscious effort to get to know someone else better as interact people interaction and create good relationships with people. As for friends that I am quite familiar or close with, I usually will be open and speak out of my mind because they know my character well and understand most of my intention in doing something.

Sometimes I have to keep a professional image during work in the corporate world. I would dress in a formal outfit and be conscious of the verbal tones and words being used so as to present professionalism in front of the corporate personnel. It is important to create eye contact and be engaging with them to give a good impression.

Personal branding not only ties in closely with one's character, but it has to be tweaked according to different kinds of occasion or the different parties we interact with.