6)

During check-in a guest requests an upgrade to a suite. He wants to hold a small, casual meeting in his guest room that evening with four other people and needs the extra space. The hotel is completely sold out and no suites are available. What is your best response to this situation? Suggest to the guest that he rent a conference room for the evening and direct the guest to the catering sales department. Show the guest a quiet location at the end of the lobby appropriate for a small meeting. Call your supervisor to see if the lobby can be re-arranged to give the guest some privacy for his meeting.

Offer to have a flipchart sent up to the guests room if that will help with the meeting. 7) A couple is scheduled to arrive at the hotel as guests. The reservation agent noted in the file they are beginning their honeymoon and are scheduled to arrive late in the evening. What is the most appropriate way to make these guests feel special? Write a card welcoming the couple to the hotel and arrange to have rose petals in a heart shape placed on the bed by Housekeeping. Welcome the couple at check-in, wish them a happy honeymoon, and print out for them a list of activities in the local area. Welcome the couple at check-in, wish them a happy honeymoon, and tell them that you will personally handle any request that will make their honeymoon memorable. Welcome the couple as you would any other guest and allow them to enjoy their honeymoon as they wish.
Exit

8)

You greet a family of four who has attended Sunday brunch at the hotel for years. They have shown up on time for their reservation but todays Sunday brunch is extremely busy and no tables will be available for about 20 minutes. You apologize to the family for the delay. What is your best response to this situation? Let the family know there is a 20 minute wait so they can adjust their schedule accordingly.

Let the family know there is a 20 minute wait and ask for a cell phone number so you can call when a table is ready. Have the wait staff add another table, even though it really only fits two people, to prevent this frequent guest from waiting.

Let the family know there is a wait and ask for their patience. 9) A guest is very upset that the alarm clock went off in his room at 5:00 a.m. He believes that it wasnt turned off by Housekeeping after the last guest checked out. He calls the Front Desk and begins yelling. You apologize to the guest. What is your best response to this situation? Ask what you can do to make his stay more enjoyable. Send someone to set the alarm clock to be sure it doesnt happen again. Let the guest know the restaurant is open if he would like an early breakfast. Offer to send up coffee or tea and have the head of Housekeeping follow up with a note of apology. 10 A family of four has checked into a suite with a kitchen, with plans to ) stay for a week. The next morning, the guest reports that their refrigerator stopped working, and many of their groceries had spoiled. How would you respond? Let the guest know you can credit their account for the spoiled goods if they provide a receipt for the groceries. Assure the guest that the problem has been noted, and that someone will fix or replace the refrigerator shortly. Send someone to the room to inventory the spoiled items, and promise to have them replaced within the hour. Ask the guest to provide a list of the items that spoiled and arrange to provide replacement items. 11 A wedding is being held at the hotel. While setting up the seating in the ) banquet room, you notice that the paperwork indicates seating for 200 guests, but food for 250 guests. You confirm that the family is expecting 250 guests at the wedding. The family arrives as the hotel staff is working to provide seating for all 250 wedding guests. The family insists that the hotel is at fault for the confusion, and that they did not make a mistake on the paperwork. How would you respond? Im sorry we misunderstood your request. The good news is that the problem has been resolved. Yes, you designated the correct number guests in terms of food, but only 200 guests for seating, and thats what was used to set up the tables.

Please do not worry about it; we have resolved the issue. It seems you made a very slight error in the paperwork but it does not matter. We are happy to say that we are able to accommodate all your guests. 12 A guest is very angry because his room does not have a full view of ) the ocean. You pull up his reservation, and see that he requested an Ocean View room, which has a partial view of the ocean, not an Ocean Front room, which has a full view of the ocean. What would you say to the guest? I am sorry sir, but you booked an Ocean View room. You should have requested an Ocean Front room, if you wanted a full view of the ocean. I can see if we have any Ocean Front rooms available, but the nightly rate may be higher. Would you be interested in changing your reservation? The view from the Ocean View rooms is actually quite nice. Are you sure you would like to change rooms? Im sorry the descriptions of the rooms confused you. People make that mistake all the time. Let me see what I have available.