[Solution] Descriptive Reflection on an Interpersonal Communication Issue

After receiving feedback for the problem, I have decided to use the concepts behind the Thomas-Kilmann conflict model to resolve this issue.

Firstly, the “accommodating” mode should be adopted to restore the relationship between the guest and the hotel. The hotel should be more understanding as the guest may be looking forward to dining in the restaurant after being told that breakfast was included. Therefore, when being denied of access, it is inevitable that he will be frustrated. As a method to apologise, the guest should be compensated with free breakfast at the restaurant. 

While the Guest Service Officer (GSO) should adhere to the standard operating procedures of changing the code accordingly, I feel that I should also be more meticulous while performing my task. Instead of only paying attention to the code number, I should also venture into the notes or traces section to make sure no important information was being missed out. Additionally, when a disparity was spotted between the standardised code and notes, I should have called the GSO for verification. These extra precautions will allow me to ensure that I am providing the correct information to guests, preventing similar problem from happening again. 

(197 words)

[Problem] Descriptive Reflection on an Interpersonal Communication Issue

An interpersonal communication issue occurred to me during my internship in the telecommunications department of a hotel. One day, I received a call from an in-house guest who wanted to check if breakfast was included in his room package. I followed the standard operating procedures and checked the code number in the system before informing the guest that he could proceed to the restaurant for breakfast.

A few minutes later, the duty manager called the department to find out which officer attended to the call. He mentioned that breakfast was not included and the guest was extremely unhappy with the false information provided.

Reprimanded for my carelessness, I remember feeling very disheartened for the next few days. However, a week later, my supervisor told me that the guest service officer was also responsible for this incident. As he was lazy to change the code in the system, he added a note in the guest’s profile to inform all staff that breakfast was not included. Unfortunately, he forgot to make the note visible and staff will not be alerted unless they clicked into the notes section.

What could have been done to prevent this from happening in the first place?

(199 words)