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About the Case

Lisa Turner was in New York to attend a conference and meet with clients. While checking out she noticed that her bill included incorrect charges for room fees, laundry services, and meals that she did not use or consume. She has approached you to dispute the incorrect billing issues.

As the executive at the front desk, your task is to understand the guest’s concerns and resolve matters professionally.  

Learning Objectives:
  • Attentively listen and acknowledge guest’s concerns 
  • Clearly communicate hotel’s billing process 
  • Maintain calm and composed demeanor during interaction 
  • Pay attention to details when reviewing charges 
  • Ensure respectful attitude towards guest to foster trust and loyalty
Skills Assessed
  • Active Listening 
  • Clear Communication 
  • Patience 
  • Attention to Detail 
  • Customer Service Orientation 

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Disputing Billing Issue

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