Around 10pm, Charlie Smith arrived at the Mountain Peak Inn in Squamish, BC without a reservation looking for a room for the night to get some rest before continuing his trip north. He did not want an expensive or fancy room, so the front desk attendant, Robert, offered him a single queen room with standard amenities for $89. The following morning, Charlie awoke to find his right arm itching with several rows of red bites all over it, and he noticed a small bug crawling on the bed and quickly realized what caused his bumps. Charlie collected the bug in one of the complimentary plastic cups and took it to the front desk to complain. The lobby area was bustling with guests checking-out and enjoying the free continental breakfast in the lobby. Charlie was somewhat discreet in his mannerisms as he approached the front desk with the cup containing the bed bug. Hannah was working the front desk at the time and asked how she could assist Charlie. Charlie handed her the cup and showed her his arm explaining he had been bitten by bed bugs in his room and expected proper compensation. Since Hannah was unsure how to handle the situation properly and felt it would be best to call Craig, the Front Desk Manager, she asked Charlie to step aside with his cup and wait because she was busy with other guests. Craig arrived in 20 minutes and noticed that Charlie was very upset at this point. Craig decided the best thing to do would be to offer to remove all charges from Charlies hotel folio and offer to pay for dry cleaning services for all of his clothing. Charlie was not happy about the entire situation. However, he was eager to get back on the road and decided to take Craigs offer.

Questions (one or a few sentences will be enough to answer):

a) What did Hannah do correctly?

b) What did Hannah do poorly?

c) What knowledge could have helped Craig and the Mountain Peak Inn to be more prepared for situations like the one addressed in this case study?