Two Different Groups

Buena View Resort is a 312-star property located in Tampa, Florida. The beautiful property boasts splendid views of the ocean from the endless pool in a tranquil environment. The artwork and the landscaping are palatial. It typically accommodates business travelers during the week and leisure travel and catered events during the weekends. Mr. and Mrs. Baker traveled to Tampa for an extended weekend getaway to celebrate their 40th wedding anniversary. The rates were relatively high compared to what they were accustomed to, but they decided to splurge because of the occasion and the wonderful property that they would surely enjoy.

The Bakers checked in on Thursday evening and enjoyed a quiet arrival. They noticed a few other couples and business travelers scattered around the pool area quietly enjoying the view. They decided to have dinner and enjoy the tranquility. It was a delight! After dinner, they had a few cocktails and then retired to their room for the evening. They were off to a great start in celebrating their anniversary. They rose early the next morning and had breakfast by the pool. It was so beautiful.

Just after breakfast, a number of vans of young girls began arriving. The girls immediately ran out to the pool area with their luggage and lounged in groups. They were laughing and joking and performing small, theatrical dance routines throughout the pool area. Other groups arrived and began congregating in the other public areas of the resort.

The Bakers questioned a few of the girls near them and soon realized that they were the early arrivals of what would be a cheerleading competition at the resort. From that point forward, the resort was filled with groups of texting tween and teen cheerleaders and their chaperones.

The Bakers realized that the cheerleaders had a right to be there, but their tranquil experience was being infringed upon. They couldn't go anywhere around the resort without being inundated by spontaneous chanting and cheer practice of groups.

By the Saturday morning, they were very aggravated. They approached the front desk and described their situation. They explained they had paid a lot of money and that they expected a tranquil experience. The front desk attendant quickly apologized. He admitted that it can be distracting with all of the commotion and that he would speak to the organizers

of the event. He gave them both a free pass to the spa for a massage. He told them that he hoped the massage would help them to regain the tranquility. The Bakers thanked the attendant and took the passes and left to get a massage. However, the cheering and groups continued. They overwhelmed the couple, who left feeling very aggravated.

1. Describe the issue between the two sets of guests.

2. Rate the service recovery effort. How could it have been helped?

3. List ideas for accommodating both groups