MBA论文代写
Solution to Question 1
The Mandarin Oriental Hotel case study reveals three critical moments. These three moments contributed to the dissatisfaction of the two guests in the case study. These three critical moments reflect managerial practises of the Mandarin Oriental Hotel. Needless to say that these three incidents are mistakes. Mistakes are by their very definition; unintentional. There is no motivation to err. Errors sometimes happen unintentionally. That is understandable. However, in an industry such as the hospitality industry mistakes are lethal. Especially mistakes of the nature and magnitude presented in the case study. This is even more disturbing seeing as this is a hotel which prides itself on unparalleled customer service. Mistakes like these bring in to question the very integrity of the business practise of the hotel. They throw in to doubt the commitment the hotel says its shows towards ensuring that ultimate experiences for its guests. Furthermore mistakes are tolerable to a limited extent provided they are not repeated. However a mistake ceases to be a mistake when there is intent to mislead or misguide or to be untruthful. Then the mistake becomes deceit. It takes on the form of a lie. Lies are cloaked in untruths and half truths. They are the fall back of those who put up a front, a sham. One does not lie unless one is lacking. Not as good as one says one is. In two of the three incidents the two guests were directly and unequivocally mislead. They were furnished with half truths and incomplete information. In the second of the two incidents they were straight out lied to. They were given false information. Not only were they given false information, they were lead to modify their actions on the basis of that information. After all this had happened and the problem of the two guests had not been addressed they were advised to solve their problem by spending yet more money. Not only had the hotel failed to address the concerns of the two guests, failed to provide customer satisfaction as it says it does but it had also lied to the two customers. After all this had happened the management admitted to the two guests that it had misled them. And then instead of somehow compensating or apologising it advised the two of them that they should go and buy the umbrella themselves. Truly, the hotel provides superior customer service!
MBA论文代写
文华东方酒店案例研究揭示了三个关键时刻。这三个时刻贡献的不满的客人的个案研究。这三个关键时刻反映管理实践的文华东方酒店。不用说，这三个事件的错误。错误的定义；意外。是没有动机错误。有时发生的无意错误。这是可以理解的。然而，在一个行业如酒店业的错误是致命的。特别是错误的性质和严重程度提出的个案研究。这是更令人不安的看到这是一个酒店以其无与伦比的客户服务。此类错误带来的问题的非常完整的商业实践的酒店。他们把怀疑的饭店称其表明承诺确保最终经验的客人。此外，错误是可以在一定程度上提供他们不重复。然而错误不再是错误时，意图误导或误导或不诚实。然后错误是欺骗。它形成了一个谎言。谎言掩盖在谎言和真理的一半。他们是回到那些拿乔，假。一个不说谎，除非是缺乏。不如说是。在两年的三事件的客人直接和明确的误导。他们提供了一半的真理和不完全信息。在下的事件，他们直接撒了谎。他们被给予虚假信息。他们不仅提供虚假信息，他们导致修改自己的行动的基础上的信息。经过这一切发生的事和问题的客人还没有解决他们被告知，解决他们的问题，花更多的钱。不仅有饭店未能解决问题的客人，未能提供客户满意为它说它但它也对客户。毕竟这已经发生的管理住院的客人，误导他们。并不是以某种方式补偿或道歉，它建议他们俩，他们应该去买自己的伞。真正的酒店，提供卓越的客户服务！
