CASE STUDY: A BREACH OF GUEST PRIVACY
Alexander Miguel Salazar
BSITM ITTO 3-YA-3
Case Study Questions
Question 1
In a one (1) page analysis, give a brief description of the case while highlighting the key ethical,
guest privacy, or customer service related issues in the case.
- The case brings up an issue regarding in the hospitality industry that is both timely and
significant. Guest violations, particularly breaches of privacy, can have unintended
consequences for hospitality organizations. The case demonstrated how a violation of
privacy at the Hotel Panam Classic had unintended consequences. This frequently
taught case encourages readers to consider the potential issue of why the violation
occurred, how it could have been stopped, and whether the hotel could have
implications. The case was one of the most well-publicized instances of hotel privacy
violations at Marriott, a well-known hotel chain that was found guilty and fined millions in
a lawsuit. It is the responsibility of the hospitality company to ensure that appropriate
policies and procedures are in place to prevent abuse and protect the guests.
Question 2
Do you think that this is a case of ethics gone wrong, a case of guest privacy or was it a
case of bad customer service or a combination? Please provide reasons for your response.
- This case is an example of imperfection. It was a case of guest privacy and bad
customer service.
Question 3
What led to the challenge that Panam Classic is currently facing? Give reasons for your
answer. Provide a discussion on how Panam Classic could have avoided this situation?
- This kind of circumstances could be avoided with the proper/right employees, staffs,
securities, etc. doing their job. But you cannot control on what is going to happen when
someone or something did what they did. Always focus on the solution not the problem.
Question 4
Describe strategies you would put in place to protect your guests’ privacy and protect your
business. How would you go about searching for a solution?
- My key strategy is never ever share information (of the orthers) that is not yours and
without the consent of it. Same goes with life, keep your mouth shut, and your eyes
open. Be observant, speak less than you know.
Question 5
Do you believe Panam Classic can recover from this situation? If yes, what are some
service recovery strategies that can be use? Why would the service recovery be important?
- Yes, their is always a solution to everything if you think crtiticaly to it. Focus on the
solution not the problem. First, start fresh and be ready to accept everything that is
coming your way, even if its negative. Second, be motivated. Service recovery is
important because the loyal costumers will more likely to buy from one’s products and
services.
Question 6
Assume you are Mr. Morocco, what are some possible actions you would take to deal with
the situation.
- Train your mind to be stronger than your feelings. Be calm and compose in order to think
sharp. Double check your passwords for a mean time and check every personal
accounts like banks, loans, etc. that will enlarge the situation.
Question 7
Discuss some possible legal implications if any, which could be brought against Panam
Classic (Legal liability, 2018).
- The safety of the guests and employees, which includes avoidance of emotional and
physical harm, is a moral and ethical responsibility of the operators. Protection to
business operations which includes protection against to damage property, persons, and
future litihgations.
Question 8
Assume you are the manager that Mr. Morocco aired his complaint to what would be your
first response? What guarantee would you give?
- I would response in a calm and compose way, with empathy and professionalism. I
would guarantee that I ill do the best to immediately solve the situation.
Question 9
Do you believe management/leadership has a role to play in the breakdown at the hotel?
Why or why not? What action/s if any should management take regarding the telephone
operator?
- Management has a role to play in this situation thats why it is called travel and tour
operations. It is the core of every business. One must be trained and experienced. Must
be relax in whatever the situation will be. Precision is key.
Question 10
Do you believe that ineffective training had a role to play in what happened at the hotel? If
so, discuss the importance of having employees who are effectively trained?
What are some procedures hotels and other organizations can devise to ensure that employees
are aware of and practice of pertinent standards and policies?
- No, because that specific employee would not have the job if he or she has a efficient
training and experienced, when applying for that kind of job, one must be trained
professionally and atleast has an experience. The importance of having an employees
that are effectively trained is that the business will prosper and the operations can be on
easy mode. Smooth transaction. Its not about how you start but on how you finish.
Conflicts cannot be avoided, make sure you have a proper/ right way of solving it.
