Question

Mina Dalal, the front office manager of The Times Hotel, has gathered her staff at a meeting to discuss the current policy on adjusting guest charges. Several guests have completed and returned guest comment cards indicating requests for adjustments on their accounts were delayed.

Jina Agarwal recalls one guest had requested a $10.25 phone call be removed from his account because he did not make that call. Another guest wanted an $8.95 movie charge deducted from her bill because she did not watch the movie. Luis said he referred these guests to the front office supervisor on duty, which made both guests angry. The guests who were waiting in line for service were also annoyed.

 

Asif Ahmed  had a similar situation, but he decided to just deduct a disputed $32.95 lunch charge without approval. The front office supervisor on duty reprimanded Asif and told him, "All 35 adjustments are handled by me."

 

Mina wants to update the hotel's policy on authorizing adjustment of guest accounts. Give her guidelines on dollar amounts that can be adjusted without the supervisor's approval, and describe some situations in which adjustments can be applied.

 

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Answer 1

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