A front of recently handled an office manager at a 4 star hotel, you are the general manager after-hours shopper The reservations inquiry call that actually turned out to be a mystery score performed at disappointing level; on the call report showed that the manager a approximately 40% of expected customer satisfaction. when confronted with the results of the assessment, they were outraged because they felt it was in appropriate to expect someone to be accountable for doing'all of the right things when there were so many distractions at the front desk. As one of your senior leaders, the front desk managers attitude is not very cooperative and the corporate is formal memo of the situation, as well as what you will office now wanting a do about the situation as the general managers responsibility