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About the Case

Remington Pierce, a corporate guest, faces a printer malfunction in the hotel room just before an important meeting. Needing to print critical documents urgently, Remington calls hotel staff for immediate assistance. 

As the hotel staff, your role is to respond quickly, offering a solution to ensure Remington can print the documents on time. 

Learning Objectives:
  • Maintaining a respectful and courteous tone, even in difficult situations
  • Ensuring resolutions respect hotel policies while satisfying guest needs
  • Listening carefully to the guest’s concerns to understand the issue
  • Identifying solutions and explaining them in an actionable way
  • Providing clear and concise explanations about issue resolution
Skills Assessed
  • Professionalism
  • Adherence to Policies
  • Active Listening
  • Clear Communication
  • Problem-Solving

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