Late Check-out Request

About the Case

Cassandra Blake, a 34-year-old guest at the hotel, approaches the front desk to request a late check-out for the following day due to a change in her travel plans. She prefers to stay until mid-afternoon instead of the standard time.

As the front desk executive, your role is to check availability for her request. If a late check-out isn’t possible, you should offer alternative solutions to provide a comfortable check-out experience.

Learning Objectives:

Paying close attention to the guest’s request and concerns for a late check-out
Efficiently assessing hotel availability while considering other guests
Clearly explaining the hotel’s late check-out policies and limitations
Offering alternatives if a late check-out is not possible
Showing compassion for the guest’s need for a comfortable departure experience

Skills Assessed

Active Listening
Organizing Skills
Communication Clarity
Problem Solving
Empathy

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Late Check-out Request

Character’s Role

Guest

User’s Role

Front Desk Executive

Scenario Location

Hotel Lobby

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No technical knowledge required.