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About the Case

Alex Carter is in New York City due to an unexpected business meeting. As it was not planned, he did not have time to book a hotel room and now needs to get a room for two nights. He is at your hotel looking for some last-minute accommodation. 

As the professional at the front desk your task is to understand the guest’s concerns and work together to come to an amicable solution. 

Learning Objectives:
  • Effectively communicate current booking situation 
  • Display proactiveness in finding a solution 
  • Display calm and patient attitude throughout conversation 
  • Utilize available resources to provide assistance 
  • Maintain flexibility to go the extra mile to help guest
Skills Assessed
  • Effective Communication  
  • Problem-Solving 
  • Patience 
  • Resourcefulness 
  • Flexibility

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