1. Given that the televisions may be out for a significant amount of time, what steps would you take to inform guests and your hotel staff?
2. Why is it important for all affected employees to be aware of the repair status of the televisions?
3. What should the front desk say to a guest who calls requesting a television repair?
4. What would you do if, the next day, after the television channels were working again, a guest demanded a full refund for the prior night’s stay because he or she had missed a favorite weekly television show and your hotel features a “100% guest satisfaction guarantee”?

“The telephone is ringing off the hook!” Jerry Bailey, the front-office manager, told Bella Ray, the hotel’s GM. “I called maintenance, and they said they were looking into it.”
It was a complete outage of the satellite system used to deliver television reception to the hotel. The pay-per-view features of the hotel that were satellite based still worked, but the free-to-guest channels were completely down, and guests were calling the front desk to complain or to request a repair on their television sets.
Bella picked up the telephone, called the chief engineer, and got the bad news. Satellite reception was down. It was not an equipment failure on the hotel’s part, but rather, the satellite service provider was experiencing equipment difficulty. The chief engineer had just gotten off the telephone with the provider to report the problem, and their representative estimated a repair time of between 2 and 24 hours. Until the problem was fixed, there would be no free-to-guest channel reception. Bella hung up the telephone and went to talk with Jerry about what to do next.