Hospitality Questions

Insert Surname Here 1


Question1:Thenon-verbal message sent by Drew to the Arriving Guests

Drewis communicating nonverbally to the arriving guests that he is tiredand worn out to carry any more luggage. He gives an audible sigh whenhe notices the guests’ car pulling over. The sigh expresses hisexhaustion due to the assisting a large number of arrivals with theirluggage. The giving of the sigh was also a way Drew’s expressing his unwillingness to help the arriving guests with their luggage. Inaddition, he takes a short breather while leaning against the frontdesk despite the couple looking around for someone to assist themwith the luggage. The guests can take this non-verbal message to meanthat he is not interested in helping them so they should carry theirluggage themselves.

Question2:Jim’sGreatest Communication Challenge to the Guests Waiting for Assistance

Jim’sgreatest communication challenge when he interacts with the guestswaiting for luggage assistance is explaining why his reasons fortaking so long to come to their aid. The guests had arrived andchecked in, all the while looking around for a bell attendant only tofind none. In addition, the front desk attendant asked them whetherthey needed assistance with their luggage which they agreed to aftera brief pause. As a result, the guests expected to be helped, but theattendant took long until they decided to carry the luggagethemselves. Therefore, Jim will have a great challenge in excusinghimself to the guest for taking a lot of time before coming to assistthem. Furthermore, Jim will be apologizing for the faults of hiscolleague Drew, who refused to attend to them in the first placemaking it all the more challenging.

Question3:BehaviorOf Drew And The Other Bell Attendants

Drewand the other bell attendants behave in an unacceptable manner thatpropagates a bad image about the organization to the customers intheir vital arrival stage. Their unwillingness to help clients themoment in time may be taken to show that the organization is nothospitable enough to the clients. This can drive away potential loyalcustomers to the competitors where they are warmly welcomed. Drew’sand the other bell attendants’ actions also depict a bad attitudetowards their work. Besides, the reasons cited by Drew for nothelping the guests are not genuine. His willingness to help thecouple if they provide a bigger tip despite the addition to the 15%gratuity paid for bell services proves that his reasons were notsincere proving his negative attitude towards his work.

Question4:MOD’sActions Towards The Bell Attendants

TheMOD actions toward the bell attendants are very lenient bearing inmind it is their job to assist arriving guests with their luggage.The MOD tolerance is evidenced by his willingness to their jobs byassisting the guests himself. As the manager on duty, he should haveexercised his authority to get Drew and the other bell attendants dotheir work without the need to be followed up. The MOD should betterhis communication by explaining their actions to them and addressingtheir bad attitude to work. He should have given them examples of theresult of their bad attitude to work. He should also havecommunicated clearly about what he expects from them immediately theguests arrive and provide them with the consequences in case offuture problems.