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“REPORT” INSTRUCTIONS · ASSIGNMENT: CRITICAL INCIDENT RESPONSE (explanation of Critical Incident in the links provided)...

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· ASSIGNMENT: CRITICAL INCIDENT RESPONSE (explanation of Critical Incident in the links provided)
“Over a period of three years, Linda Hall rose through the ranks of the Front Desk area
and Sales Division of the distinguished Cameron Hotel to attain the position of Sales
Manager. She had worked very hard to achieve this position and had demonstrated an
ability to deal effectively with clients and secure new accounts. She had been working
as a Sales Manager for approximately a year when the Sales Manager in charge of the
Rob Jones account was promoted and transfe
ed to another of the chain's hotels.
Linda took over the account.
The Rob Jones Corporation is basically a motivational and instructional organization that
holds residential and non-residential seminars and conferences at the Cameron Hotel. Ro
Jones started the corporation many years ago, and it is a very important client for the hotel,
accounting for approximately $500,000 per year in rooms, restaurant, and meeting space
evenues. They are also amongst the hotel’s top 20 roomnight producing accounts. The
self-development seminars focus on improving managerial and interpersonal skills and
time management. The usual size of these seminars is more than 100 people, and all of the
staff knows when this account is "in house." The clients of Rob Jones range from junior to
middle and senior managers from various corporations located in Australia and around the
Asia Pacific region. Some of these corporations are also regular supporters of the hotel
and contribute substantial roomnights and revenue to the hotel. As such, these guests are
considered very important to the hotel, not only during the seminars and conferences, but
after it, as they represent possible increases in cu
ent and future hotel revenues when they
are traveling for their own business or pleasure. Rob Jones himself is extremely
meticulous and expects those individuals with whom he conducts business to be likeminded, with a focus on every detail of a stay or of a request. The level of service is
expected to be exceptional, and special effort is made for these meetings to ensure a
smooth stay for everyone associated with Rob Jones.
The situation that was now bothering Mr. Jones was cumulative, having built over the
period of several months. He first noticed that there were e
ors being made with some of
the specifications of his meeting rooms and with the food items that he had requested, and
with the growing lack of attention to the requests of some of the room reservations for his
participants. Initially, he did not protest, because the service of the hotel had been so good
in the past, and he viewed the problems as abnormalities that did not demand his
involvement. However, the e
ors did not stop, and what was at first a minor i
ecame a serious issue for Mr. Jones. He was not satisfied with the service he was
eing provided and blamed the hotel. Linda Hall was the contact for Mr. Jones, and she
talked to him about some of the problems he was having. He mentioned that the room
listings were often inco
ect and that the conference room requests he made had not been
fulfilled. Linda promised to co
ect these problems and assured him that they would not
happen again. Unfortunately, Linda was negligent with her follow-up and the problems
continued with the same frequency.
Angered by the lack of attention being given to his seminars, Mr. Jones canceled his next
conference with the hotel. A shock alarm went throughout the Cameron, as all departments
of the hotel would be affected. The Director of Sales became involved at this point and
gathered an assortment of managers to work through the problem. Representatives from
every department were assembled, and they all went bearing cookies and apologies to the
office of Mr. Jones on a sales call to try to win back his business. He was impressed with
this new attitude, happily accepted the apology, and rescheduled his conference.
As part of his agreement to return to the hotel, Mr. Jones wanted a guarantee that the recent
problems would not happen again. Linda scheduled a meeting with Mr. Jones to address any
specific concerns that he might still have. Linda had to miss that meeting due to a medical
emergency, but she did inform Mr. Jones beforehand and rescheduled for a later date,
promising at the time that she was interested in hearing his feedback. The rescheduled meeting
never took place. Linda had taken the day off the day it was rescheduled and completely
missed the meeting, not bothering to call Mr. Jones or inform anyone else of the meeting. That
was the final straw for Mr. Jones. He vowed never to return and canceled all future events and
oom reservations at the hotel.
The General Manager, who had previously been monitoring the situation through the
Director of Sales, now took over. He had relied on the Director of Sales to ensure that the
situation was under control. With the cancellation of the future events, he fired Linda on the
spot, reprimanded the Director of Sales, and then prepared himself for a "grovel call." He
personally went to apologize to Mr. Jones and begged him to return and reinstate his
usiness with the hotel. The General Manager, Bruce Adams, informed Mr. Jones of
Linda's immediate termination and committed himself to be personally responsible for all
future contact if Mr. Jones would agree to return. Bruce invoked the hotel's philosophy
of intolerance to service deficiencies, reiterated his desire to exceed customer expectations,
stated how important Mr. Jones was to him, and offered major concessions in terms of
discounts on room rates and dining. Finally, Bruce begged Mr. Jones for the opportunity to
make up for the past mistakes and to hold him personally responsible if things went
wrong. Bruce was persuasive, and Mr. Jones did relent and return his business to the hotel.
The General Manager is still handling the Rob Jones account and will be for some time
until Mr. Jones's respect and confidence are renewed.”
Having read the Rob Jones Corporation case-study and in relation to the critical incident(s) that set off a chain of events resulting in customer dissatisfaction you are required to:
A) Analyze the Critical Incident(s) and evaluate the various stages of service delivery
failures in this case study. Discuss the service delivery failures in relation to the
Service Encounter Triad (Bateson 1985).
B) Propose alternative feasible service recovery strategies, associated cost
analysis and perceived justice redress. Demonstrate how these strategies will
prevent similar future conflicts and service delivery failures.
It is expected that you will apply and relate academic theories to your assertions,
discussions and arguments.
A minimum of 4 (four) separate academic references (from peer-reviewed Journals) and two industry references are required. (PLEASE USE THE REFERENCES FROM 2011 – NOW)
· Identified the critical incident(s) that have given rise to the dispute in this
case study.
· The various stages of the service delivery failures have been identified.
· Discussion of the service failures in relation to the Service Encounter Triad
(Bateson 1985).
· How could it have been prevented?
· Evaluate the seriousness and the tangible and intangible related and unrelated associated
costs of the critical incident.
· Propose a strategy and make recommendations to ensure that these issues do not recur in the future?
Answered Same Day May 19, 2020


Abr Writing answered on May 20 2020
147 Votes
Rob Jones Corporation Case
Running Head: Rob Jones Corporation Case
Rob Jones Corporation Case         1
Rob Jones Corporation Case
Table of Contents
Introduction    1
Critical Incident Analysis    1
Service Delivery Failure Stages Analysis against Service Encounter Triad    2
Alternative Service improvement strategies    3
Cost and Benefit Evaluation    4
Role of alternative service improvement strategies in avoiding future service delivery failures and conflicts    4
Conclusion    5
References    6
This paper provides the answers to the different case based questions. This paper based on the fact of "Rob Jones Corporation." The given situation is related to two prestigious organizations. The first one is Cameron Hotel which faces difficulty due to the poor behavior of it's an employee with a potential client. On the other hand, another organization is Rob Jones Corporation which is famous for its residential and non-residential seminars and conferences at the Cameron Hotel. The paper covers different aspects to satisfy its main motive to discuss the critical and critical incidences in favor of given case.
Critical Incident Analysis
Mr. Rob Jones was a prominent client of Cameron Hotel. This hotel appoints her talented and old manager "Linda Hall" to a
ange quality services in favor of Mr. Rob Jones Corporation. During the management of Rob Jones Corporation seminars, the below-mentioned critical incident occurs between both Mr. Rob Jones and Mrs. Linda Rose Hall:
Poor quality of services: The first crucial incident between both parties is the poor quality of services. During the initial stage of his seminar, Mr. Rob Jones noticed that the company did not give appropriate focus on the quality of its services and food as well (Ramanathan, 2017). At first, Mr. Rob Jones avoided this act of the Cameron Hotel. But, Mr. Rob Jones finds the same mistake in other seminar cases as well. On the basis of outcomes and responses of Cameron Hotel, Mr. Rob Jones decided to avoid Cameron Hotel and choose another hotel with the high-quality service level.
Avoidance: Another critical incident happens in the case of Rob Jones Corporation is avoidance. It is the case of Mrs. Linda who ignored Mr. Rob Jones complaint again and again. She did not give proper focus on the quality level of its services as well as customer complaints (Ratanavilaikul, 2018). As a result, she terminated by her management for offering poor quality services.
Less focus towards Customers: This critical incident...

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