Which of the following is the best example of an employee demonstrating the hospitality attitude of acceptance of responsibility
? An employee at a hotel apologizes to a couple assigned to the wrong type of room and fixes the problem, even though it wasn't his mistake.
An employee at a hotel spends time talking with guests about their hobbies and interests, and then researches matching options for them in the local area.
An employee at a popular restaurant removes his facial piercings and covers his tattoos during his weekly shifts as a server.
An employee at a restaurant always makes sure to smile at all customers as she passes tables, not only the ones who have been assigned to her.
An employee at a hotel apologizes to a couple assigned to the wrong type of room and fixes the problem, even though it wasn't his mistake.
Explanation:
Acceptance of responsibility implies owing up to a fault. In the field of hospitality, the end goal is to keep the customers satisfied at all times. When a mistake is committed by any other staff and this warrants a complaint by a client, that would not be a time to assign blames. Since every staff represents the brand, the responsible thing to do at that moment will be to apologize for the mistake and try to correct it. Later, the attention of the staff who made the mistake can be drawn to it and corrected.
