Problem Solving
A guest lets you know that housekeeping did not clean their room today when they had a scheduled service. How do you give them a satisfactory solution?
Schedule them to be cleaned the next day.
Offer them points.
Offer them linens if needed for the night.
A guest is upset about seeing the $50 incidental hold pending in their account due to them not knowing about it. How do you deescalate the situation?
1. Apologize for the misunderstanding
2. Explain that the $50 is a hold in case of damages to the room or for pantry charges made to the room during their stay. If it is not used, it is returned back to them.
3. Explain it can take 3-5 business days to return back depending on the bank.
She stayed over multiple times and argued about the $50 dollar hold....
She really likes Chris and Patrick...
She may be incarcerated....
Cammie Clark !!!!
A guest calls you and let's you know they are allergic to pets. We are pet friendly. How do you give them a memorable stay?
Let the guest know that our housekeeping inspector will inspect the room extremely detailed and that we will try to find a room that has not had pets in it for a while. Also offer to have the room shampooed.
(Extra 100 points: make a note for whoever checks them in to let them know that we have thoroughly inspected the room)
A guest checks in and complains that the tub has hair and dirt in it. Housekeeping is gone for the day. What can you do?
Offer to clean the tub for them.
Offer them points if they deny to let you clean it.
Offer a room move.
A guest is claiming that they were guaranteed something that could not be given at check-in. How do you give them a satisfactory solution?
Apologize and explain that unfortunately our hotel policy is that we can not guarantee anything due to the unpredictability of room placement, etc. Analyze what they are upset about due to us not being able to accommodate, and create an appropriate solution given this. This may be moving around inventory, an additional room for free, a bigger room at the same rate, points, a percentage discount, etc.
A guest is upset due to a situation with another one of your colleagues. They are venting to you about it at the front desk. How can you deescalate this situation?
1. Ask clarifying questions about what the issue was
2. If it is something you can fix, fix it.
3. Apologize for the issue, but do not accept blame toward your colleague. Explain that you will pass on the situation to your manager.
4. If the guest is still upset, offer them an appropriate amount of compensation.
He peed all over the room and is now blacklisted
Eugene Long
A guest calls you to let you know they are booking a room for their honeymoon. What can you do to make their stay memorable?
Put them in a quiet room location.
Leave a nice note congratulating them on their wedding.
(extra 200 points: leave waters and a snack in the room for their arrival to make them feel special)
A guest complains that the coffee area is dirty and there is no coffee in the carafes. What action do you take?
Apologize for the inconvenience and let them know you will clean the area and make fresh coffee for them.
A guest checks in and they say that the room is smelly and humid feeling. There are no rooms to move them too for their room type. How do you give them a satisfactory solution?
1. Offer a different room type if available for the amount of days.
2. Offer to put in the ozone machine while they are out as well as the dehumidifier.
3. Offer Febreze to help the odor if the prefer to not use the machine. Offer to have maintenance shampoo the room the next day.
4. Offer points if they are still unsatisfied.
A guest calls down complaining about a neighboring room being extremely loud. It is before quiet hours. What do you do to deescalate the situation?
Let the guest know that you will investigate the issue and ask the room to quiet down.
Once investigated, give the guest a call and just let them know that there was a noise complaint made and ask if they can please quiet down.
Regardless of quiet hours, if someone is being belligerently noisy, it is not fair to other guests.
She slept in the Wawa parking lot because of a noise complaint...
Christine Deangelo
A guest is cooking in their room and forgot to grab cooking oil. What can you offer to make their stay memorable?
Offer them some of the butter pats that we have in the kitchen for breakfast time.
A guest's A/C is not working. It is late at night and maintenance is not here. We are also sold out. What action can you take to satisfy the guest until morning?
Apologize for the issue. Offer multiple fans for the night if it is hot, or additional blankets if it is cold.
Let them know that maintenance will be by first thing in the morning to fix it.
A guest comes down to speak to you privately. Upon talking to them they let you know they have bites all over them and a photo of an unidentified bug. This could be our worst nightmare.
What solution can you provide in this moment?
Apologize profusely that they are having this issue without admitting fault. Let them know that you will have to notify a manager to investigate the issue and to get them a solution.
A manager, housekeeping manager, and maintenance would then all go in and check the room. Bug out would be called if necessary.
Solution determined upon findings.
A guest calls not understanding their charges after checkout. They are having trouble deciphering what an authorization will be versus the physical charges. They are irate and hard to talk to. How do you deescalate this situation?
First off, apologize to the guest for the confusion and let them know you would like to go through each charge with them to discover the issue.
Go over both their CC history and Billing screen. If needed add up the authorizations to see if something was accidentally overcharged or if it could be the incidentals or pet fee that they are upset about.
Let them know that any authorization will fall off their account and all that will remain is the total payment amounts.
If they are still unhappy, let them know that if the authorizations have not fallen off within 5 business days, we can do a three way call with the bank about the issue.
(100 Bonus points: Make sure you identify what kind of card they have as well, because if it is an online banking card like cash app, it will take more time.)
This guest comes every year...
Always calls Rosh Bryan...
Calls 5 billion times...
Gina Joyner
A guest is having a small gathering in the lobby with family for a dinner on the weekend. The guest comes up to you asking how much drinks are in the pantry. What can you do to make their stay memorable?
Offer to turn the drink machine on for an hour during their dinner.
This is low cost to us and will be appreciated.
A guest checks in and complains that there is no coffee pot in the room. What action do you take?
Apologize for the issue and assure them that we will get this solved.
Check all storage areas including GM lock ups to find one.
If no coffee pots are found, contact the housekeeping manager. If none are still located, contact a manager about getting one.
Somehow, our system is overbooked. It is the day of and the guest just walked in and we have no room for them. How do you give them a satisfactory solution?
1. Apologize deeply for the issue, but assure them that we will deliver a solution. Make sure you had no failed authorizations for any other reservations.
2. If no failed authorizations, offer to cancel the guest's reservation for free at your property and get them booked at another hotel.
3. Let a manager know so they can fill out a CCA to send over to the new hotel. (we are liable for walks)
4. Give the guest directions for the new hotel and let them know a reservation is there for them that will not require them to put payment on file.
At check-in, a guest let you know that someone is not to know that they are here or what room they are in. They give you the name and description of the individual and you make note of this in the comment log. A few hours later, a person matching the description comes inside and tries to ask you about this person. How do you deescalate this situation?
Let the person know that it is hotel policy that we can not give out any information whether they are here or not.
Do not look into the computer in attempt to find the guest's information either. This goes for anyone!
If the individual continues to be an issue, call 911 or press the panic button.
This guest always complains that he does not receive his light touch service...
He gets his nails manicured...
He has been staying at our hotel for a long time...
Albert Cialone !!!
A guest calls down saying that they are sick and will not need housekeeping to access their room. Knowing this, what can you do to make their stay memorable?
Make a small "get well" basket of items from the pantry. Soup, medicine, water, Powerade, snacks etc. Make a little get well card on Staybridge Stationary! Also include some extra towels or linens since they will not get service.
Going above and beyond is what hospitality is about. Sometimes taking a moment to make someone feel special is what will drive our scores.
A guest calls you frantically talking about a leak in their ceiling. What action do you take?
Get clarity from the guest about where the leak is coming from.
Based on this, go investigate the room above that room to see if there is any source from there that is causing the leak.
Try to stop the source of the leak. If absolutely necessary, shut off the water to the building.
Call a manager for further guidance on the issue.