Business Communication Portfolio - Report Example

Business Communication Portfolio Business Communication Portfolio Disneyland Resort in Hong Kong is one of the most luxurious places on earth for entertainment and relaxation. It primarily caters the amusement needs of all age groups, people belonging to different nationalities and having variable interests. Disneyland offers its visitors theme parks including fantasy land, toy story land, tomorrow land, adventure land etc. (Corporate Information, 2013). In addition to these, it has dining and character hotels. It also organizes events such as fairy tale weddings. Although the idea of entertainment at Disney Land is typically attractive for children however, it is presented in such a way that people from all over the world enjoy visiting it (Jackson, 2011, p.139). In Hong Kong, it has been built with an incorporation of International Theme Parks ltd, The Walt Disney Company and the Hong Kong Government (Hong Kong Disneyland, 2013). The organization is continuously increasing its attractive places while improving the overall entertainment experience. Due to a huge business portfolio it often faces difficulty in equal service delivery which subsequently influences the customers’ satisfaction level. For instance, on weekdays or public holidays the parks become over crowded which causes immense difficulties for the visitors. [School Name] [Address] Hong Kong October 12, 2013 Mr. [Name] The Operations Manager Disneyland Resorts Hong Kong Subject: Complaint for poor resort services. Dear Sir, On October 10, 2013, the students of [School Name] grade 4 to 6 visited the Hong Kong Disneyland Resort along with the teachers and other stuff members. It was a school trip primarily arranged to enhance the artistic sense of students while enabling them to closely understand and visualize the classical stories they have been reading since early childhood. Additionally, our aim was to entertain children through best possible means. However, the students did not find Disneyland as appealing as it has been marketed (Haberer, 2010, p.4). Most of the staff members complained about the misbehavior of employees especially those who have been on duties in the Toy Story Land. Hence I wish to complain about the poor services that we received from the renowned Walt Disney Company. After visiting the theme parks students were required to write a comprehensive review of the entire trip. This was done in order to gain inside knowledge about their perception and ideas related to different cartoon characters. Additionally they were required to compose stories with the help of their favorite cartoons. They were also asked to fulfill the feedback forms regarding the entire trip. The letters, stories and feedback forms which we received were significant enough to let us know about the poor services of your staff members. Students were highly de-motivated and even some of the parents complained to the school management regarding the trip. Parents were too much concerned about their children’s safety because most of them believed that the amusement parks and rides at Disneyland were not safe for young children. Here I would like to add another important thing that since Disneyland is marketed primarily to the children then why the management has installed such equipment which is prominently dangerous for young ones? Moreover, the older people visiting Disney Land behave very rudely with the young children while on the other hand the managing staff usually does not respond to the customer complains. Even today I had to wait for around two hours to meet you and in the end I was told that you are busy in some meeting and would not be available until next week. All these things have greatly disappointed us and hence I request you to train you staff members while ensuring that older people visiting the theme parks must not tease or ridicule young children. Furthermore, kindly increase the safely and security measures of rides and other equipment so that our students can comfortably visit Disneyland. I have been greatly discouraged by the rude behavior of your office assistant today. I can understand that Disneyland is one of the most renowned organizations but it must not compromise over ethics and children’s safety. I have enclosed the letters which we have received from parents after our visit and the feedback forms fulfilled by students. Kindly look into the matter and let us appreciate your services in future. Yours faithfully, [Name] Vice Principle. Disney Land Resorts [Address] Hong Kong Tel [] Fax [] October 17, 2013 [Name] Vice Principle [School Name] [Address] Hong Kong RE: Complaint for poor resort services. Dear Madam, First of all I would like to apologize on behalf of my staff members. That day when you came to meet me I was having a very important meeting with the Chief Operations Officer, Walt Disney Company. Thereafter, I had to leave for another meeting in United States. Hence I could not attend you due to my strict schedule. My staff members should have informed you this prior to giving an appointment. After receiving your complaint letter we immediately called the investigation team to critically analyze the performance of Toy Story Land employees. Moreover, we had separate investigations for ensuring the safety of our rides and other equipment installed at different amusement parks. I have reviewed your enclosed letters and feedback forms and hence I apologize for the poor services that you and your students had to experience at Disneyland. As per our investigation reports your complaint about the poor staff behavior is completely justified as some other visitors have also complained about the same issue. Out sales representative has mentioned that some of the members were having internal disputes due to which the services were prominently compromised. All the employees who have been associated in any way in this dispute are suspended for three months while the major culprits have been fired from the organization. In addition to this, we are introducing entirely new training and development programs for our employees. These would enhance their customer services while enabling them to respond quickly on customer queries. At Disney Land, our supreme priority is customer satisfaction with the due credit to visitors’ safety. Therefore all the rides and related equipment are checked for identifying technical flaws on monthly basis. I have personally analyzed the maintenance reports of last six months and hence I can assure you that all our rides are safe from any health or physical hazards (Hong Kong Disneyland Management Team is dedicated to building a confident new generation, 2011). Therefore your complaint of security hazards in terms of rides is not justified by the investigation team. In order to substantiate my claim I have attached the necessary maintenance reports and the superior consent of government authorities in this regard. Kindly refer to these documents so as to satisfy parents of your school students. Hong Kong Disney Land Resort receives thousands of visitors on daily basis and hence it is significantly difficult to manage and restrict the activities of different customers. We are regretful that your students faced misbehavior from visitors’ side also. We will ensure that nothing similar will happen again. However, the management cannot control the personal activities of all customers. We are thankful that you brought all these matters under consideration. We shall be looking forward for your next visit. Yours faithfully, [Name] The Operations Manager References Corporate Information 2013, Disney Land, Hong Kong, viewed 14 October 2013, Haberer, J. 2010. Disneyland International Marketing Mix International Marketing Mix of Disneyland Hong Kong. München, GRIN Verlag GmbH. Hong Kong Disneyland 2013, Tourism Board, Hong Kong, viewed 14 October 2013, Hong Kong Disneyland Management Team is dedicated to building a confident new generation 2011, Disneyland, Hong Kong, viewed 14 October 2013, Jackson, K. M., & West, M. I. 2011. Disneyland and culture: essays on the parks and their influence. Jefferson, N.C., McFarland & Co. Read More