Essay on The Complaint Letter

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Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.

There are many issues that Mr. Metz should be concerned with when it comes to running the ATMI hotel. It is the general manager's job to make sure the guests are being pampered and taken cared of. The most apparent issue that the guests; Dr. Hankins and his wife had was the lack of cleanliness in the room. A hotel's
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Hankins did not even want to speak with the manager; he just wanted a room. Further poor customer service was displayed when the operator did not tend to Dr. Hankins’ needs, and forcefully insisted his opinion that Dr. Hankins should talk to his manager. Mr. Metz needs to review the rules of how to properly deal with the guests and their requirements to the employees. Aside from the operator’s lack of responsibility, the manager did not show any professional behaviour towards the guests. After listening to Dr. Hankins’ problem, the night manager did not approach him with a resolution as he promised. As a result of inadequate service and unprofessional behaviour, the Hankins wasted their time in waiting for a solution. An additional problematic area that should be looked into is the way the members in the staff treat each other. When Dr. Hankins brought the predicament up with the receptionist, the receptionist went and yelled at his/her co-worker in front of the guests. This surely shows how poorly behaved the receptionist have conducted him/herself. It was not solved in a mannerly order and for that reason alone, is a problem.

The evidence in the letter is credible because Dr. Hankins certainly did testify the problems that have occurred during his stay at the hotel. Dr. Hankins presented and expressed himself rationally from beginning to end of the letter. In the letter, he did not sound angry nor did he sound like he wanted compensation for his bad

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