Memos and Email - Essay Example

Part A Formal Email Dear Mr. Ward I, Mr. Jones, the general manager on behalf of my company Colonnade Hotel and Resort, sincerely apologize to you and your family for the fact that your holiday did not match your expectations due to poor work of our company. We are very sorry to acknowledge that the incident with overbooking happened due to severe negligence from our staff. We understand how regrettable the fact of overbooking was to you and your family taking into account all the money, time, and efforts you have spent on your holiday preparation. Shortly after the incident corporate investigation was conducted and one of our staff members was found guilty in this incident. We understand that this explanation will not return all the investments made to you and your family members, but in order to avoid such dramatic mistakes we are obliged to trace all such cases. Human factor was a major reason of this mistake. It blackened you rest at our hotel, and please accept my apologies for it. As the general manager of Colonnade Hotel and Resort I am responsible for all the failures of my employees and I deeply regret that professionalism absence brought such a discomfort to your family. It will be a great lesson to our hotel, and I will do my best in order to confirm that such incidents will not repeat in our hotel. In order to somehow correct our mistake I on behalf of our company invite you to return to the hotel where all necessary changes were made in order to guarantee you the most comfortable rest. We have booked one of the best rooms for you and your family in hope that this will help you to change your mind about our service. We will also provide you with a discount in 20 % for the whole period of stay. We will guarantee that your rest will be perfect till the day of check-out. I ensure you that your comfort as a priority of Colonnade Hotel and Resort will be under my close supervision this time and our staff will do its best to restore the good name of the company. We have made all necessary preparations to make sure that you holiday will be interesting and exciting, thus we have booked an additional trip for your family to the neighborhood village where you will be able to enjoy a special dinner in one of the best restaurants in the town. We hope you will accept our proposition and I assure you that you will not regret. Sometimes peoples` mistakes have unexpected but unpleasant consequences, but we value our every client and want to make sure that it will never happen again. Sincerely, Mr. Mark Jones, general manager of Colonnade Hotel and Resort Part B Memo Dear Ms. Hyatt, This is to inform you that the unpleasant case with overbooking incident in the Colonnade Hotel and Resort has been effectively resolved on the next day. I as a general manager of the hotel must admit that it was a unique case of such a great compliant from the customer. First of all, let me explain the reason of overbooking. It is a general practice in our company to over-book in order to prevent no show-ups. Basing on my ten-year experience I have to assure you that this happens rarely as most of our clients are loyal, and we have forecasted quantity of visitors each year. When such incidents happen there are seldom any problems regarding relocating the clients to the other hotels. Our staff is well informed about comparable hotels, and is impossible that we offer our clients the hotels with less than four starts. Moreover, our employees always make sure that the messages and the calls are forwarded to other hotels. If such unexpected things happen, staying in the comparable hotels does not last longer than a couple of days for our clients. Sending a bottle of Champaign and a “walk letter” always works with our clients and they return to the hotel with no complaints. I have to assure that our VIP clients have no possibility to have overbookings as our staff is trained to book them rooms in advantage. In this very incident video played a major part in all the unpleasant spread of information. As it is clear from the video the man is definitely overreacting on the mundane situation being in a state of emotional arousal. I suppose that the only mistake of the receptionist, Jolene Pozowski, was that she allowed filming her conversation with the client; all her conduct was decent and professional. As a general manager I guarantee that I perform regular trainings among the employees on how to enhance communication with the clients, and I suppose it was evident that staff member was doing her best to comfort Mr. Ward. In my opinion, the whole conflict happened erroneously as I underline such cases in my practice happened rarely (twice if to be precise). Therefore, I suppose there is no essential need to revise the police of Colonnade Hotel and Resort. Overbooking as you may know is inevitable part of the hotel business, and such cases appear once in five years. Spreading video on the Internet is another issue. I propose to forbid making photos and videos in our hotel by the clients. There are cameras in the hall of the hotel which guarantee clients` safety, and I suppose it is more than enough. Such videos distort completely the image of the company showing only one aspect of the incident. I propose to revise privacy policy of our hotel and retrain staff again in overbooking policy. I as a general manager will do all possible to make sure overbooking will even reduce. As for this incident, a letter with apology was sent to the client immediately after his transfer to another hotel. I offered him a solid discount and invited to return to the hotel. I made reservations to a better room personally and offered a lunch in the restaurant on our company. These extraordinary measures were taken in order to make the client change his opinion about the hotel and reflect it in his Trip Advisor entry. I guarantee that these cases will not happen again, Sincerely Mr. Jones Read More