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About the Case

Freya Westbrook is a distressed guest at a resort. She is upset over losing her platinum engagement ring after having accidentally left by the pool. She demands immediate action from reception, asking about security cameras and staff observations, emphasizing the ring’s sentimental value.

As reception staff, your role is to reassure Freya, gather details, and take appropriate steps to assist in locating the ring promptly and professionally.

Learning Objectives:
  • Showing understanding and compassion for the guest’s distress
  • Documenting the guest’s description and timeline for effective assistance
  • Proposing actionable steps to help locate the lost item
  • Reassuring the guest of your commitment to resolving the issue promptly
  • Staying composed under pressure to manage emotions and ensure smooth resolution
Skills Assessed
  • Empathy
  • Detail Orientation
  • Problem Solving
  • Trust Building
  • Stress Management

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Handling Lost Item Complaint

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