International Journal of Business and Economics Volume 16, No. 2 September, 2017

To Be or Not to Be (the Manager), That is the Question!

Liangcheng Feng

City University of Macau, Macau

Po-Ju Chen

University of Central Florida, U.S.A.

Abstract

On a business trip to Macau, a news media reporter encountered an unpleasant experience, due to the hotel management's inability to or avoiding to deal with a service failure at a five-star hotel. The service failure was not only due to the overcrowded restaurant during breakfast hours, but also resulted in a long waiting time because of the inefficient seating of guests. To avoid taking responsibility for handling the complaints and dealing with the issues, the manager on duty pretended he was a lower-level employee. Furious guests reported the situation to the hotel. What should the hotel management do?

Keywords：breakfast, hotel, manager, overcrowding, restaurant.

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