Help PHC ROBOT

[esimoens]

EXERCISE 3


SEACLUB Siargao offers a full concierge service. From airport transfers, car and scooter rentals, hiring a private chef to cook for them, grocery shopping, tours etc.


Guests staying at Villa 6 booked a private chef to prepare a dinner for 8 people to celebrate a friend’s birthday. Prior to the dinner, the guest agreed on the menu and ρáíd the total cost in advance. Everything went well during the party and the guests enjoyed the food that was prepared.

At about 3 in the morning, you received a call from the lead guest saying that 5 of them had an upset stomach. They have been vomiting and went on frequent trips to the bathroom. They were sure they did not have anything other than the food that was prepared by the chef that they booked with us. They have an island hopping tour that you arranged in the morning that was pre-ρáíd and is non-refundable, but you were advised that they will not be able to go due to their situation.

How would you overcome this challenge? What course of action will you take to rectify the issue with the upsell on the booked private chef and tour?

 

[🤖]

To overcome this challenge and rectify the issue with the upsell on the booked private chef and tour, I would take the following course of action:

1. Offer immediate assistance: Express concern for the guests' health and offer assistance. Assure them that their well-being is a priority and that you will do everything possible to resolve the situation.

2. Gather information: Ask the guests about their symptoms, the time frame between consuming the food and the onset of the illness, and any other relevant details. Request them to keep any remaining food, if available, for further investigation.

3. Contact the private chef: Reach out to the private chef who prepared the dinner and inform them about the situation. Request details about the ingredients used, food handling practices, and any possible contamination sources. Ask if any other guests who consumed the same meal reported similar symptoms.

4. Investigate the issue: Conduct a thorough investigation to determine the cause of the illness. This may involve checking the chef's food handling practices, reviewing the menu items and ingredients used, and inspecting the kitchen area for any potential hygiene issues.

5. Take immediate action: If there is evidence suggesting that the food prepared by the chef caused the illness, take immediate action. This may involve suspending the chef's services until further investigation, notifying relevant authorities about the incident, and ensuring that necessary steps are taken to prevent such issues in the future.

6. Provide medical assistance: Offer to arrange for medical assistance for the affected guests. This may include contacting a local doctor or medical facility to provide necessary treatment or advice. Show empathy and assure them that their health and well-being are of utmost importance.

7. Offer compensation: Apologize for the inconvenience caused and offer compensation for the missed island hopping tour. This could include rescheduling the tour for a later date at no additional cost or offering alternative experiences within the resort.

8. Communicate with management: Inform the management or the relevant department heads about the incident and seek their guidance on further actions to be taken, such as reviewing the food safety protocols, conducting staff training, or implementing additional measures to ensure guest satisfaction and safety.

9. Follow up: After the incident has been resolved, follow up with the affected guests to ensure their recovery and address any further concerns or feedback they may have. This shows a commitment to providing exceptional customer service and maintaining guest satisfaction.

By taking these steps, the resort can address the challenge, investigate the issue, offer assistance, and take necessary actions to rectify the situation with the upsell on the private chef and tour, while ensuring the guests' well-being and satisfaction are prioritized.