Mgt 350 – Critical Thinking with Traveling Customers
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Critical thinking with traveling customers
Terri Guevera
MGT/350
December 9, 2011
Barbara Psachos
Critical thinking with traveling customers
Critical thinking is ecential in the travel insustry. As a guest service agent there are many factors involved when helping customers plan there travel needs. when addressing a potential guest there are important questions must be asked to understand requirements and needs such as, size of group, length of stay,dates to determine availiability, parking and transportantion issues to start with. After determining the needs of customer a travel package can be created that will insure all requirements are met in turn creating a satisfactory customer experience. The ability to make accurate travel aggangements meeting nessessary needs will make clients likely to recommend us to others and returne in the future (Guevara, T. 2011).
The critical thinking stratigies I use in my line of work are, enculturation, intellectual perserverence, intellectual empathy, confidence , reason and emotion. In most cases enculturation and intellectual empathy are stratigies I begin with in my critical thinking process. Using this type of thinking helps my ability to understand what customer is feeling , helps validate there ideas and incorportates any cultural criteria needed (Paul, R. &Elder,L.,2006). To begin you have to listen to client and pay close attention to tone of voice, body lauange and general demeanor. After the information is provided by customer I would repeat my understanding of needs and provide any important information nessessary in order to make sure all their criteria is met . This will give customer a sence validation, security and confidence that their accomidations and requirement goles will be provided (Guevara, T., 2011)
In the summer months there are many activities going on in the seattle area. This may be complicated by overbooing of guests accomidations and or flight cancelations thus creating a sudden rush in demand of our facility by the airlines or other hotels.
When faced with this situation I must get prepaired. Using my critical thinking stratagies first I determine how many rooms are available and price range to be offered. Next check to make sure that our customers that have not yet arrived have the reserved accomidations secured. Now depending on weather conditions I would send my driver to a list of various room types to turn on heat or air conditioning. If my driver happens to be to busy piciking up passengers to assist me then I must take it apon myself to get at least a few rooms ready close to my office in order to accomidated the first wave of guests. By choosing rooms