CONFLICTO

Conflict: client - manager

In a hotel, one day a complaint was received from a client, since he mentioned that the bathroom in the room that was delivered was wet and in addition to this an order of hamburgers and beers had been made, which in no At the time of the 6 hours he was there, he was handed over, it should be mentioned that the bar was called at least 3 times.

The problem occurred at the time the client passed through the exit booth, as he requested that his money be returned, which was not possible since he was in the room for at least 6 hours and did not make the report until the moment of your exit.

Finally, the manager approached the client and tried to calm him down because if he did not do so, the police would be called, because apart from altering the order, he blocked the exit causing disagreement with other clients and delaying all the work that was had.

Context:

It happened in a passing hotel, due to the dissatisfaction of a client at the end of their stay.

People involved:

Client

Booth Worker

Manager

1. Conflict or problem:

The conflict strat in the client's anger at not obtaining good service from the hotel, then the conflict transforms to verbal aggression and almost to physical agression

2. Type of conflict:

The type of conflict is an information conflict because the client didn´t mention his problem at the time until he finished his stay at the hotel

3. Conflict theory:

It is a dysfunctional conflict, because the relationship and harmony that exists in the environment generates stress and frustration.

4. Conflict process:

Stage 1: Incompatibility Bad communication from the beginning.

Stage 2: cognition and personalization, the conflict is perceived, because the client doesn´t stop calm, begins to argue, did not want to listen to alternatives

Stage 3: Intentions. The client did not want to negotiate, just look for an incorrect quick solution.

The manager tried to collaborate with the client and avoid a major problem.

Stage 4. Behavior. The client had a negative attitude because of his bad experience with the hotel service. the manager was calm and wanted to offer solutions

Stage 5: results. The manager could not control the situation and the drastic medication, we controlled the policy.

 The policy solved the problem, following the rules.

 As a result, the hotel had no major problem because the client spent a lot of time in his room without complaining about the problem.

If the client had stayed immediately and the hotel had not solved the problem, the solution would probably be to return the money to the client.

Reflection:

We need to be aware and if we find a defect we must notify immediately to try to solve the problem as quickly as possible and avoid the conflict