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Geraldine Johnstone-Smith arrives at reception. She seems impatient and agitated. She is drumming her fingers on the desk and sighing as she waits. She is

Geraldine Johnstone-Smith arrives at reception. She seems impatient and agitated. She is drumming her fingers on the desk and sighing as she waits. She is very well dressed, a white middle-aged Australian woman. Her issues: -The aircon in her room is noisy and kept her up -The valet was too slow bringing her car -She has 'never experienced such awful service before' -She stays frequently at your hotel .

adhering to the policies and procedures for your organisation.

What steps could you take to resolve the issues? What policies and procedures need to be amended/followed? What feedback/follow up is required?

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