Tell us whether you would make an exception to your policy in this case – yes or no. If your answer is yes, explain why you are saying yes. If your answer is no, please tell us how you would explain your decision to these customers.

Customer Service

You are the manager of a small beach resort hotel. An elderly couple attempting to check-in at the front desk are requesting that you allow them keep their cat Mr. Sprinkles in their room even though your hotel has a strict no pets policy. The couple are not being difficult but are quite determined in their pleading.

In this assignment tell us whether you would make an exception to your policy in this case – yes or no. Also, if your answer is yes, explain why you are saying yes. If your answer is no, please tell us how you would explain your decision to these customers.

Then go on to tell us the key supporting reasons for justification of your decision. Remember, what you say here is the important information you would use to support and stand by your decision should you have to explain it to upper management at some future time.
The main part of this assignment is assessing the situation carefully so that you make a good decision in the interest of your hotel, your management position, and from a customer service point of view.