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About the Case

Sophia Myers, a 32-year-old digital marketer, is staying at a New York hotel. She is confident and charming and has a thing for bending rules. During her hotel stay, she throws a party in her room, much against the hotel rules. 

As the hotel manager, you must confront Ms. Myers, informing her of the rules, and find a mutually agreeable solution to the situation. 

Learning Objectives:
  • Asserting hotel rules confidently but non-aggressively 
  • Clearly communicating hotel rules and consequences of breaking them 
  • Maintaining professionalism regardless of guest’s attitude 
  • Offering alternate solutions while maintaining hotel policies 
  • Effectively assessing situation and resolving conflict   
Skills Assessed
  • Assertiveness
  • Clear Communication
  • Professionalism
  • Negotiation
  • Problem-Solving

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Rule Breaking Guest

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