oberoi case notes

B. Train noise prevented him from sleeping.

Why did the guest leave Vanyavilas early?

A. The hotel canceled his reservation.

B. Train noise prevented him from sleeping.

C. He was dissatisfied with the staff.

D. The resort closed unexpectedly

C. Food, bar, and room-service arrangements

Which additional issues appeared in the guest's feedback?

A. Transportation and housekeeping

B. Pool maintenance and excursions

C. Food, bar, and room-service arrangements

D. Security and internet access

A. Refunding the unused third night

What did Ratna Malhotra propose?

A. Refunding the unused third night

B. Refunding the entire stay

C. Offering a free week at another property

D. Providing only an apology

D. The decision remained unresolved.

What was the case's final outcome?

A. A full refund was issued.

B. The guest posted a public apology.

C. Vikram rejected all compensation.

D. The decision remained unresolved.

B. Whether train noise was disclosed before booking

Which fact could substantially change the assessment of the hotel's responsibility?

A. The number of hotel employees

B. Whether train noise was disclosed before booking

C. The guest's social media follower count

D. The founder's age

C. Maximum social media exposure

Which is NOT one of Oberoi's four service pillars?

A. Warm welcome

B. Zero-defect product

C. Maximum social media exposure

D. Fond farewell

B. Preparing for a child's preferred dish after hearing about it

Which example best illustrates anticipatory service?

A. Offering a refund after a complaint

B. Preparing for a child's preferred dish after hearing about it

C. Waiting for a guest to complain about dinner

D. Publishing a promotional advertisement

C. Create proactive, personalized moments of delight

What was the primary purpose of eMpower?

A. Compensate guests for serious failures

B. Replace employee training

C. Create proactive, personalized moments of delight

D. Fund social media advertising

B. ₹1,500

What was the eMpower spending allowance described in the case?

A. ₹500

B. ₹1,500

C. ₹5,000

D. Unlimited spending on compensation

A. The importance of employee discretion and timely decisions

What did the delayed sparkling-wine incident demonstrate?

A. The importance of employee discretion and timely decisions

B. The need to eliminate all standards

C. The benefits of requiring multiple managerial approvals

D. The importance of refusing unusual requests

D. Replacing an empty toothpaste tube with the same brand

Which is an example of an eMpower gesture becoming a routine service standard?

A. Refunding every dissatisfied guest

B. Offering complimentary train tickets

C. Publishing all guest preferences

D. Replacing an empty toothpaste tube with the same brand

B. Coordinating recovery and identifying root causes

What are the two principal purposes of glitch reports?

A. Advertising and customer acquisition

B. Coordinating recovery and identifying root causes

C. Tracking gratuities and employee attendance

D. Monitoring competitors and room prices

C. An investigation and change in equipment-maintenance procedures

What did the lukewarm-tea complaint ultimately lead to?

A. Removing tea from the menu

B. An automatic refund policy

C. An investigation and change in equipment-maintenance procedures

D. Replacing the guest-relations team

B. Clarify

In CARE, what does C stand for?

A. Compensate

B. Clarify

C. Communicate publicly

D. Calculate

A. Acknowledge the specific impact and establish ownership

In CARE, what does A require?

A. Acknowledge the specific impact and establish ownership

B. Advertise the remedy

C. Avoid discussing the complaint

D. Automatically approve compensation

D. Match the response to the harm and unmet promise using a consistent rationale

What is the central principle behind the Remedy step of CARE?

A. Give the most compensation to influential guests

B. Always refund the entire purchase

C. Use the least expensive solution regardless of harm

D. Match the response to the harm and unmet promise using a consistent rationale

B. Recording the issue, investigating causes, improving the process, and confirming follow-up

What does Embed learning involve?

A. Publishing every complaint online

B. Recording the issue, investigating causes, improving the process, and confirming follow-up

C. Removing negative customer feedback

D. Measuring social media impressions only

C. The guest, future customers, and employees

Which three audiences can learn from a hotel's response?

A. Suppliers, competitors, and investors

B. Only the dissatisfied guest

C. The guest, future customers, and employees

D. Only the hotel's marketing department

A. Acknowledge the issue and invite private follow-up

What is appropriate in a public reply to a negative review?

A. Acknowledge the issue and invite private follow-up

B. Publish the guest's booking details

C. Promise a full refund before investigating

D. Offer compensation only if the review is deleted

C. Guest privacy should be respected even when it means adapting normal service practices.

What does the incognito-actress example illustrate?

A. Every guest should be addressed by their legal name.

B. Personalization requires public recognition.

C. Guest privacy should be respected even when it means adapting normal service practices.

D. Celebrity guests should receive automatic compensation.

B. Guest-confirmed resolutions divided by all logged complaints

Which is the most appropriate measure of confirmed complaint resolution?

A. Number of public apologies posted

B. Guest-confirmed resolutions divided by all logged complaints

C. Number of likes on hotel posts

D. Total hotel bookings

D. It accounts for changes in guest volume.

Why measure same-issue complaints per 100 stays instead of total complaints alone?

A. It guarantees that complaints will decline.

B. It eliminates all survey bias.

C. It directly measures profitability.

D. It accounts for changes in guest volume.

B. 60

A hotel surveys 100 guests: 70 promoters, 20 passives, and 10 detractors. What is its NPS?

A. 50

B. 60

C. 70

D. 90

A. Guests report a high willingness to recommend, but actual sharing and incremental profit are not established.

Which conclusion about a high NPS is justified?

A. Guests report a high willingness to recommend, but actual sharing and incremental profit are not established.

B. Every surveyed guest is satisfied.

C. The hotel's recovery program definitely caused loyalty.

D. Future bookings are guaranteed to increase.

C. The share of guests reporting unresolved needs at checkout across randomized groups

In the companion's proposed pre-arrival communication experiment, what should be compared?

A. Social media likes between competing hotels

B. The number of promotional emails sent

C. The share of guests reporting unresolved needs at checkout across randomized groups

D. The number of guests who request a refund before arrival

B. What happened, what was promised or disclosed, what was the impact, and what has already been tried?

Which question best represents the "Clarify" step of CARE?
A. How much should the guest be refunded?
B. What happened, what was promised or disclosed, what was the impact, and what has already been tried?
C. How can the hotel prevent the problem from happening again?
D. What should the hotel post publicly?

B. "We recognize that the noise disrupted your sleep and caused your stay to fall short of expectations."

Which response would BEST demonstrate "Acknowledge"?
A. "The train is outside our control."
B. "We recognize that the noise disrupted your sleep and caused your stay to fall short of expectations."
C. "We will refund every guest who hears a train."
D. "Our hotel normally receives excellent reviews."

C. Match the response to the harm and unmet promise.

What does "Remedy" mean in the CARE framework?
A. Respond to every complaint with the same compensation.
B. Remove negative reviews.
C. Match the response to the harm and unmet promise.
D. Identify the employee responsible for the problem.

D. The actual harm and unmet promise.

According to CARE, compensation should be influenced by:
A. The guest's follower count.
B. Whether the guest threatens to post online.
C. How famous the guest is.
D. The actual harm and unmet promise.

D. Embed learning

What does the "E" in CARE stand for?
A. Evaluate employees
B. Exceed expectations
C. Explain
D. Embed learning

C. Recording the issue, determining its cause, checking whether the remedy worked, and improving the process

Which action BEST represents Embed Learning?
A. Giving the guest a refund and immediately closing the case
B. Posting an apology on social media
C. Recording the issue, determining its cause, checking whether the remedy worked, and improving the process
D. Giving employees a larger eMpower budget

B. Service recovery should create information that helps prevent or better manage future problems.

Which statement BEST captures the purpose of Embed Learning?
A. Every complaint should receive financial compensation.
B. Service recovery should create information that helps prevent or better manage future problems.
C. Complaints should remain confidential from management.
D. Once a guest receives an apology, the process is complete.

B. Reviewing whether potential noise and the nature of the tented accommodation are communicated appropriately to future guests

Which action would be part of Embed Learning for the train complaint?
A. Claiming the trains will stop running
B. Reviewing whether potential noise and the nature of the tented accommodation are communicated appropriately to future guests
C. Deleting negative reviews
D. Giving every future guest a full refund

C. Follow up and determine whether the issue/remedy was actually resolved.

What does "close the loop with the guest" mean?
A. Stop communicating after issuing compensation.
B. Ask the guest to remove the complaint.
C. Follow up and determine whether the issue/remedy was actually resolved.
D. Send the complaint to another department and take no further action.

D. Embed learning

A hotel immediately apologizes and refunds a guest but never investigates why the problem occurred. Which CARE component is MOST clearly missing?
A. Clarify
B. Acknowledge
C. Remedy
D. Embed learning

B. Warm welcome, zero-defect product, anticipatory service, fond farewell

The four service pillars are:
A. Warm welcome, personalized product, responsive service, fond farewell
B. Warm welcome, zero-defect product, anticipatory service, fond farewell
C. Guest recognition, employee empowerment, service recovery, farewell
D. Clarify, acknowledge, remedy, embed learning

B. Employees learning that a guest's son likes Dal Makhani and being prepared for him at dinner

Which scenario BEST demonstrates anticipatory service?
A. Refunding a guest after a complaint
B. Employees learning that a guest's son likes Dal Makhani and being prepared for him at dinner
C. Asking a guest to complete a survey
D. Sending a bill after checkout

C. It supported proactive personalization and was NOT a service-recovery compensation limit.

Which statement about the ₹1,500 eMpower amount is TRUE?
A. It was the maximum refund employees could offer.
B. It was specifically created for complaints like the train incident.
C. It supported proactive personalization and was NOT a service-recovery compensation limit.
D. It could only be used with manager approval.

D. Proactive delight/eMpower

Sending a refrigerator magnet to a guest after learning that the guest collected them is an example of:
A. Service recovery
B. Glitch reporting
C. Fond farewell
D. Proactive delight/eMpower

C. Coordinate immediate service recovery and identify root causes to prevent recurrence

Oberoi's glitch reports served which TWO major purposes?
A. Calculate profits and identify influencers
B. Determine refunds and track advertising
C. Coordinate immediate service recovery and identify root causes to prevent recurrence
D. Measure employee salaries and NPS