Task 3, business Complain.
Members of the group 3 :
- Agam Noor Syahbana (20216291)
- Denanir Tita Savira (21216801)
- Fachrudin Adi Susilo (22216433)
- Nuri Romandhani (25216579)
- Sugianti (27216168)
- Tobias Jati Dwiputra (27216412)
Class of 3EB08
Once a day, there is a customer, he is Mr. Agam. He booked a hotel room at The Century Star Hotel at the date of 07 November 2018 via official website. But when he comes to the hotel to check in, apparently his name is not registered.
Mr. Agam : “excuse me, my name is Agam, I’m had booked hotel room via offical website, can you check it?”
Receptionist : “ oke sir, i will check it first, just a moment.”
When the receptionist is checking, apparently his name is not registered on the sytem.
Receptionist : “ sorry sir, your name is not registerered on our website, are you really already booked?”
Mr. Agam feels confuse because he is already booked vai online, which is technically inputted by the sytem but is not. Mr. Agam is asking to resceptionist about the problems directly.
Mr. Agam :” yes, it is.”
Receptionist : “ if you had booked, can you show me the transaction ?”
After that, Mr. Agam is checking again, has he booked or not. evidently After being seen again, he is already booked on the website even he had paid for it. Then Mr. Agam give the transaction invoice.
Receptionist : “ oke sir, i will tell to my manager about the problem. Please wait a moment.”
After waiting long enough but the receptionist has not given confirmation about the problems.
Then mr. Agam asking again with irritated.
Mr. Agam : “ has there been a decisoin from the manager about my booking problem ?”
Receptionist : “sorry sir, until now, i haven’t gotten confirmation from my manager, please wait a little longer.”
Mr. Agam is confused, why his problem not taken seriously by the hotel beside he already tired and wanted to rest. Finally he scolded the receptionist.
Mr. Agam : “ how long i have to wait again ?!, actually i saw on the website, the service in here is quite good but the reality is very inversely. Very disappointed !”
Receptionist : ” i’m truely sorry for you inconvenience, i will asking once again to my manager, please wait the moment.”
Mr. Agam : “ if this is not resolved immediatelly, i would leave. Remember this!”
Receptionist : “ yes sir.”
After felling upset and disappointed, in the end mr. Agam wait again. At the same time the receptionist immediatelly tell to her manager when he finish his work. After the receptioninst tellhim.The manager find out the cause of the problem immediatelly. After that, The manager is asking about the problem to the comunication and information section, there is problem about website when placing an order. Then the comunication and information section checkt it. According to the comunicaton and informaton section there is a bug which is make customer data lost and easy to fix it. After knowing that, the manager tell to Mr. Agam that he can reserve again by rewriting bioadata with out paying back.
After all problems are solved, the manager intend to bring the topic to the monthly meeting to evaluate employee performance. The meetings held are monthly meeting which must be done by the hotel because the meeting discusses various things likes performance, problems, how to solve the problems ,and developments in the field of hospitality. The meeting will be held tomorrow and each section sends the representatives to attend the meeting.
And the next day.
The Manager : “good morning everyone. If we are all here, let’s start th meeting. We’re here today to discuss yesterday’s problem about bug on website system and i will as to the comunication and information section to tell us, how can our system being attacked.”
Mr. Leondy ”good morning everyone, i will answer about it. The bug comes from a virus which is carried through to our latest application and we have told to the developer to fix it.”
Mr. Sona : ” excuse me, sorry for interrupt. I think, we should change the developer because several times there have been problems with their application.”
Ms. Luna : ” i agree with Mr. Sona. I am sure if we change the developer, it will be much profitable.”
The Manager: “oke. Would you mind if we change the developer ?”
Members of meeting : “yes, sir.”
The Manager: “ alright, we change the developer. Do you have any suggestion, which one the developer are best?”
Ms. Luna : “ I am fairly certain that we can use The MorrowFox to be our new developer, because not only their applications are cheap but also guaranteed of the quality.”
After receiving some suggetions, the manager has decided to replace his developer. He thought by replacing a new one can produce efficiency and affectiveness in customer service activities.
The Manager: “ alright, we decide to replace our developer become The MorrowFox to be our new developer. Oke, the meeting is finished thank you all for attending, we’ll see everyone on next week and good afternoon.”
Finally the meeting is over and the problems has been resolved.
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