1. RATHER STAY AT HOME

2. Mr and Mrs Smith are a new couple who decided to spend their honeymoon in Antalya. Mr and Mrs Smith are a new couple who decided to spend their honeymoon in Antalya. Since they are hard working couple they have a limited time for their vacation. Since they are hard working couple they have a limited time for their vacation. They bought a tour package from X travel agency including ; flight, hotel accommodation and transfers. They bought a tour package from X travel agency including ; flight, hotel accommodation and transfers. Arriving at the airport early in the morning they expected to be taken by the hotel shuttle service but it failed to appear in 30 min., they called a taxi. Arriving at the airport early in the morning they expected to be taken by the hotel shuttle service but it failed to appear in 30 min., they called a taxi.

3. After they have arrived at the hotel at 9.30 the front desk agent claims that the check-in time in 12:00 so that they have to wait. They also mentioned that they have to be welcomed by hotel shuttle service, the front desk agent informed that the driver of the shuttle service is sick today and he could not able to pick them up. After they have arrived at the hotel at 9.30 the front desk agent claims that the check-in time in 12:00 so that they have to wait. They also mentioned that they have to be welcomed by hotel shuttle service, the front desk agent informed that the driver of the shuttle service is sick today and he could not able to pick them up.

4. After waiting for two and a half hours, After waiting for two and a half hours, Mr.Smith asked if their rooms were ready. The front desk agent excused and today they have many check-outs and its the lunchtime for the room maids if they could wait for 30 minutes. After 30 minutes more Mr.Smith asked again if their rooms were ready. This time it was ready. Mr.Smith asked if their rooms were ready. The front desk agent excused and today they have many check-outs and its the lunchtime for the room maids if they could wait for 30 minutes. After 30 minutes more Mr.Smith asked again if their rooms were ready. This time it was ready.

5. Focus Questions & Learning Objectives Identify the problems Mr & Mrs.Smith faced? Identify the problems Mr & Mrs.Smith faced? Consider Front desk agent’s options for resolving late check-in and non-arrival of hotel shuttle service for transfer. Consider Front desk agent’s options for resolving late check-in and non-arrival of hotel shuttle service for transfer.

6. When they got in the room they saw that the room was mountain view even if they had reserved for sea view and also single beds. Mr. Smith got furious and returned back to the front desk and ask for the room change. Front desk agent excused and claimed that they are fully booked they could not able to make room change today maybe tomorrow. When they got in the room they saw that the room was mountain view even if they had reserved for sea view and also single beds. Mr. Smith got furious and returned back to the front desk and ask for the room change. Front desk agent excused and claimed that they are fully booked they could not able to make room change today maybe tomorrow.

7. Mr. Smith was so tired and want to have a rest. The weather was very hot he turned on the air-condition and it was not working. He call the Front Desk to inform about air condition and asked for somebody to fix it. Front desk agent claimed that they will immediately call the maintenance. Mr. Smith was so tired and want to have a rest. The weather was very hot he turned on the air-condition and it was not working. He call the Front Desk to inform about air condition and asked for somebody to fix it. Front desk agent claimed that they will immediately call the maintenance.

8. After 5 minutes the technical service was in the room and they closed the balcony door and the a/c was now working. The hotel a/c system was automatically turned off when the balcony door is open. The technician asked if they had given this information. After 5 minutes the technical service was in the room and they closed the balcony door and the a/c was now working. The hotel a/c system was automatically turned off when the balcony door is open. The technician asked if they had given this information. 1. What do you know? 1. What do you know? 2. What do you need to know? 2. What do you need to know? 3. What communication issues should be discussed ? 3. What communication issues should be discussed ?