Pet Policy Scenarios
A guest checks in with a cat and a dog, and the front desk agent notices the dog is a Great Dane that appears to be well over the weight limit. This is the first action the agent should take.
Disclose the pet policy and get the guest to sign the pet agreement.
When a guest asks for a discount, this is the first discounted rate you should quote them.
AAA or AARP rate.
A fire alarm sounds and a guest asks if they should take it seriously. This is what staff should still tell guests.
That you are checking the alarm and for their safety, they should exit the building
The hotel offers a rollaway bed for an extra charge. This is the daily fee for that amenity.
$15 per night
This is the year the hotel was originally built as a paper mill.
1906
A guest with a pet has received two noise warnings. This is the specific consequence they are told may happen if a third complaint is received.
Eviction from the property
A guest with a reservation that is three weeks away has a failed deposit payment. This is the specific timeframe they have to update their card before the reservation is automatically canceled.
Seven days.
This is the specific action a front desk agent should take if they see someone they believe is a panhandler.
Contact security and under no circumstances give the person food or money.
The guest must speak with the guest services desk and exchange some collateral for the equipment.
This is the year the hotel reopened after its transformation.
2022
A guest with a dog is staying for 5 nights. This is the total, non-refundable pet fee that will be charged to their account.
$70 ($50 for the first 3 nights + $20 for the next 2 nights)
This is the difference in handling between a "Hotel Collect" OTA reservation and a "Prepaid" OTA reservation at check-in.
Charging the guest's card for the room, tax, and incidentals for 'Hotel Collect', but only for incidentals for a 'Prepaid' reservation.
This is the exact procedure to follow for a first noise complaint.
Confirm the location of the incident & call the guest’s phone to provide a verbal warning, and then document the time, date, and nature of the complaint in the shift log.
A guest wants to use the fitness center. This is the two-part verification process a front desk agent must perform before providing a wristband.
Verifying the guest is staying with us and confirming they have completed the E-Waiver
This is the name of the on-site micro-brewery located at Spooky Nook Champion Mill.
Municipal Brew Works
This is what a front desk agent should do if a guest who booked a Riverside room arrives with a pet.
Inform the guest that pet-friendly rooms are limited to standard rooms, downgrade their room, and adjust the price accordingly
This is what a front desk agent must do before completing a booking and what they must remind the guest of afterward.
Read back the information from the reservation, and then verbally remind the guest of the cancellation policy
A guest who is staying in a room on the second floor asks where to go during a tornado. This is your specific instruction to them.
Go to the first floor and gather in the halls and atrium away from windows and openings.
A guest who is 15 years old asks to use the fitness center. This is the specific cost and requirement for them to use the facility.
$15 per day charge for the child, and they must be supervised by their parent who is their legal guardian
This is the number of event rooms available at the Champion Mill Conference Center.
16
This is the specific information that must be documented in both the shift log and the guest reservation when a pet is in the room.
The pet’s breed and size (e.g., “Room 101 has a 20lb Beagle”)
A guest arrives to check in to a reservation that was canceled 48 hours ago due to a failed deposit. This is the rate they must pay to rebook the room.
Rack Rate (the standard, non-discounted rate)
This is the exact two-step procedure a desk agent should take if they feel threatened while at the desk.
Remove themselves to the back office and lock all doors, and then use the security camera monitor to keep an eye on the desk until police or security arrive.
A guest asks where they can get coffee in the morning and a microwave to heat up some food. This is the exact location for both of those amenities.
Coffee in the lobby from 5 AM to 12 PM, and microwaves on the 2nd/3rd floor vending area.
This is the name of the on-site restaurant that offers a refined atmosphere and handcrafted cocktails.
Forklift and Palate Restaurant