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About the Case

Layla Dawson has arrived at the Grand Summit Hotel with her partner, Marcus, for a romantic getaway. Instead of the Deluxe Suite she booked, she finds herself assigned a cramped Standard Twin Room with someone else’s luggage inside.

As the front desk staff, your role is to address Layla’s frustration professionally, investigate the mistake, and provide a prompt, satisfactory resolution to calm her sharp, direct demeanor.

Learning Objectives:
  • Offering alternatives to meet the guest’s needs
  • Acknowledging the guest’s frustration and reassuring them their comfort is a priority
  • Remaining calm and addressing concerns professionally
  • Using problem-solving methods to mitigate the issue
  • Maintaining a solution-focused tone to reassure the guest
Skills Assessed
  • Problem-Solving 
  • Empathy 
  • Conflict Resolution 
  • Service Recovery 
  • Professional Communication 

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Resolving Room Mix-Ups

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