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Front Desk Scenarios
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Flashcards
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Guest is unhappy with their room.
Listen to the guest's concern, empathize, offer to resolve the issue by changing rooms if feasible, or provide an upgrade or compensation.
Guest left an item in their room after checkout.
Confirm the item, retrieve it if possible, and arrange for its return to the guest, while ensuring security and privacy are maintained.
Guest has a billing discrepancy.
Review the bill with the guest, correct any errors, and explain all charges clearly to ensure the guest's understanding and satisfaction.
Long wait times at check-in.
Acknowledge the delay, apologize, work efficiently to reduce wait time, and consider offering compensation for the inconvenience if appropriate.
Guest cannot find their reservation.
Verify the guest's information and search for the reservation. If not found, check for misspellings or alternate search criteria.
Guest requests an early check-in.
Check room availability, accommodate the request if possible, or suggest alternatives like storing luggage or using hotel facilities while waiting.
Wi-Fi is not working for a guest.
Troubleshoot basic connectivity issues, inform IT if necessary, and provide alternate means of internet access if available.
Guest asks for a room upgrade.
Check availability for upgrades, inform them of any additional costs, and accommodate the request when feasible.
Guest's room key is not working.
Reprogram the key, check if the key has been demagnetized, and remind the guest to keep it away from magnetic sources.
Guest is locked out of their room.
Verify the guest's identity, reissue a room key, and escort them to their room if security policies require.
A guest needs medical assistance.
Respond promptly, call for professional medical help if necessary, and have a first aid kit and emergency numbers at hand.
Accommodating a guest with special needs.
Understand specific requirements, ensure access to appropriate facilities and services, and follow ADA guidelines where applicable.
Guest wants to extend their stay.
Check room availability for the requested dates, inform the guest about the rate for the extended stay, and process the extension if agreed upon.
Handling a dissatisfied guest at check-out.
Listen actively, address their concerns, offer an apology, and rectify any service errors or offer compensation if needed.
Guest is experiencing internet connectivity issues.
Troubleshoot common problems, reset the connection if needed, and notify IT support for more complex issues while offering alternative solutions.
Guest complains about noise.
Listen to the guest's complaint, investigate the source of the noise, and take steps to minimize it or move the guest to a quieter room.
Guest cannot access the fitness center.
Verify the fitness center's hours, check for any access issues or maintenance closures, and offer to assist or inform them when it will be available.
Guest needs transportation.
Provide information on available transportation options, assist with reservations if necessary, and offer guidance on schedules and fares.
Guest has a language barrier.
Use simple and clear language, employ translation tools if necessary, and consider having multilingual staff members to assist.
Guest requests local attraction recommendations.
Offer a range of options based on the guest's interests, provide informational brochures, and assist with directions or transportation needs.
Guest needs an additional bed or crib.
Check inventory for availability, arrange for the item to be delivered to the guest's room, and ensure proper setup.
Guest queries about hotel amenities.
Provide a detailed explanation or literature on all hotel amenities, offer to book reservations for certain features, and suggest the best times to use them.
Guest complains about hotel staff.
Apologize for any poor experience, assure them that the feedback will be used for improvement, and report it to the management or HR for further action.
Guest inquires about loyalty program benefits.
Explain the loyalty program details, assist the guest in understanding the benefits and how to redeem them, and encourage enrollment if they are not a member yet.
Guest requests room service after hours.
Explain the hours of operation for room service, offer alternative solutions like nearby restaurants or vending machines, and take note of feedback.
Handling a hectic morning during breakfast service.
Maintain a calm demeanor, coordinate with the dining staff to ensure a smooth service, and manage guest expectations regarding wait times.
Guest reports a maintenance issue in their room.
Log the issue, inform the maintenance team promptly, offer to move the guest if necessary, and follow up to ensure the issue has been resolved.
Handling a guest who is checking out late.
Confirm the hotel's late checkout policies, communicate any additional fees, and accommodate the request if possible without disrupting the next check-in.
Guest forgot their personal items in a public area.
Help to locate the items if possible, direct them to lost and found, and take details to contact them if the item is handed in later.
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