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About the Case

John Thompson is in Miami for a three-day conference. In view of the conference, he made prior arrangements for his stay at the Grand Ocean Hotel, along with specifying his requirements for a parking space. On arrival at the hotel, he finds his request for a parking space was not registered, making him angry and annoyed. 

As the hotel executive handling Mr. Thompson’s case, your task is to understand and take necessary steps to accommodate his request. 

Learning Objectives:
  • Conveying information clearly to avoid misunderstanding 
  • Maintaining calm and patient demeanor to avoid conflict 
  • Creating positive and friendly atmosphere for cooperative outcome 
  • Adopting conflict resolution techniques to arrive at common understanding 
  • Adapting to accommodate to guest’s requirement and responses
Skills Assessed
  • Clear Communication 
  • Patience 
  • Positive Attitude 
  • Conflict Resolution 
  • Adaptability

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Inefficient Parking

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