HE_CH2_F91_SharedValues

Sophea and Sonita disagree about how to inform guests about a temporary closure of the hotel’s swimming pool due to maintenance. Sophea insists they should personally inform guests at the check-in, providing detailed explanations, and offering alternative nearby options. Sonita, however, prefers sending a general email to all guests, focusing on brevity and avoiding personal interactions. During a busy check-in period, Sophea takes the initiative to inform each guest individually about the pool closure and provide alternative suggestions, which slows down her work and results in prolonged discussions with the guests. Sonita later criticizes Sophea for not following the established communication protocol. Sophea feels that personal interaction enhances guest satisfaction, while Sonita emphasizes the need for efficient communication and standardized hotel procedures.

Question: select the values and goals that Sophea and Sonita both care about.

Visal and Rasmey disagree about how to handle a disgruntled guest, who complains about a reservation mistake. The guest arrived expecting a specific room type, but due to an error in the reservation system, their preferred room was not available. Visal believes in offering the guest a complimentary upgrade to a higher room category as a gesture of goodwill and to mitigate any inconvenience caused. On the other hand, Rasmey thinks it would be more appropriate to provide the guest with a discounted rate for their current room and offer additional perks or amenities to compensate for the mistake. Their differing opinions have led to a conflict within the front desk team.

Question: select the values and goals that Visal and Rasmey both care about.

Sreymey and Ravy work as colleagues in a marketing team at the Regalis Hotel. They conflict over the marketing campaign for the upcoming Water Festival celebration. Sreymey believes that focusing on digital marketing platforms, such as social media advertising and influencer partnerships, will effectively reach a younger audience and generate more engagement. On the other hand, Ravy argues that traditional marketing methods, like print advertisements in local newspapers and distributing brochures at tourist information centers, will better target the festival’s local audience and ensure wider visibility. Their differing opinions on the marketing approach for the Water Festival campaign have led to tension and disagreement within the team.

Question: select the values and goals that Sreymey and Ravy both care about.