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About the Case

Mei Lin is in Austin to attend a business conference. She has just arrived at the hotel and completed her check-in formalities. While proceeding to her room, she realizes that her luggage is missing. Concerned and agitated, she wants an immediate resolution to her problem. She is due to make a presentation in an hour’s time and needs her documents and business attire immediately. 

As the hotel manager handling Ms. Lin’s case, your task is to assure her of a quick resolution to the problem and provide her with adequate assistance to make her stay a comfortable one. 

Learning Objectives:
  • Providing reassurance to resolving the issue promptly 
  • Adopting problem solving measures to look for practical solutions 
  • Treating guest with politeness and respect 
  • Taking responsibility for the situation and assuring quick resolution 
  • Offering additional support and make guest comfortable till problem in resolved 
Skills Assessed
  • Reassurance  
  • Problem-Solving 
  • Politeness and Respect  
  • Accountability   
  • Supportiveness

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Misplaced Luggage

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