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About the Case

Clayton Jones is in Burlington for a business meeting. He made an online reservation at your hotel a month ago. He had selected a room with a city view. Upon arrival at the hotel, he realized that he was assigned a room that did not have a city view. Clayton is not happy about it since he had made the reservation way in advance. 

As the executive at the front desk, how will you handle the situation? You need to understand Mr Jones’ concerns and take measures to arrive at a mutually agreeable decision. 

Learning Objectives:
  • Assess the situation and identify the problem 
  • Adopt conflict resolution techniques to de-escalate the situation 
  • Communicate necessary information
  • Provide appropriate answers to queries
  • Understand specific needs of guest
  • Use presence of mind to resolve issues
Skills Assessed
  • Problem-Solving Skills
  • Conflict Resolution Techniques 
  • Communication Skills 
  • Empathy and Patience 
  • Presence of Mind 

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