Handling Upgrade Request

About the Case

Chase Donovan, a 37-year-old financial analyst from Rockford, Illinois, is on a romantic getaway and requests an upgrade to a more luxurious room. Given his frequent stays and loyalty to the hotel, he expects special consideration for this important trip.

As the hotel staff, your task is to handle Chase’s request professionally, explore options for an upgrade to enhance his experience and ensure he feels valued.

Learning Objectives:

Going beyond expectations to enhance the guest’s experience
Adapting quickly to the guest’s needs to ensure comfort and satisfaction
Being attentive to cues about the guest’s celebration to personalize their experience
Offering alternatives to enhance the guest’s experience
Engaging proactively by expressing willingness to understand guest’s needs

Skills Assessed

Customer Service
Flexibility
Attention to Detail
Problem-Solving
Proactive Engagement

Customize Your Case
No technical knowledge required.

With the AI-Humans platform, create fully customizable AI-powered immersive scenarios for soft skills training. You have the power to:

Outline the case details
Define assessment rubrics
Select a character of your choice
Define user and character roles
Select virtual location suitable to case

Handling Upgrade Request

Character’s Role

Guest

User’s Role

Front desk operator

Scenario Location

Hotel front desk

Customize Your Case
No technical knowledge required.