Overview

Recently one of the authors of this book and his wife were on holiday at a resort in a neighboring state. They desired to extend the trip, but their hotel was booked for the remaining week. Their dilemma was whether to return home or to search for a vacancy at another hotel, which was not likely to be available, given the season. They received great news from hotel management on the final day of their stay. The hotel chain was building a new facility two blocks away, and management invited them to stay in what was termed a "soft opening." A complimentary room and meals in a new hotel, which would not be open to the public for a couple more months how excited they both were! They eagerly listened as the guest services host telephoned to confirm the reservation. She was very courteous and professional in her approach to a fellow employee, and she made these folks feel intensely special. Moments later, excited over their good fortune, they arrived at the front desk of the new hotel. Excitement turned quickly to frustration and embarrassment as the newly appointed front desk manager seemed to lose control at one of those moments of truth when the business's stakeholders come face to face with a customer. It seems this manager was upset with the guest services employee, as she had assigned a room number along with the reservation. This angered the new manager to such a point that she chastised her fellow...