Cases For Publication (UCWC103)
Abstract

NOT ALWAYS ROYAL TREATMENT AT THE HOTEL ROYALE

Lynne Kathryn Norazit

This case illustrates the relationship between the communication skills of staff manning the front desk of a hotel and customer satisfaction. It also considers the differential treatment given to certain guests, thus raising the issue of politeness and politeness strategies in relation to the social status and/or nationality of guests in general.