CASE # 1

At a high-end urban hotel, a customer conflict arose at the front office during the
check-in process. The customer, Mr. Johnson, had booked a premium suite for a
week-long stay with his family. However, upon arrival, he was informed that due to an
overbooking error, the suite was not available. The front office staff offered an
alternative suite, but Mr. Johnson was visibly upset and demanded immediate
resolution.

1. What was the initial cause of the conflict?

● What was the customer's expectation based on his booking?
● What caused the overbooking error?
2. How did the front office staff handle the situation initially?
● What alternative solution or accommodation did they offer?
● How did they communicate the situation to Mr. Johnson?
3. What actions were taken by the front office staff to address the conflict?
● Did they involve any supervisors or managers?
● Did they provide any compensatory measures to alleviate the situation?
4. What strategies or protocols could the hotel implement to prevent such conflicts
in the future?
● How could they improve their booking and room allocation processes?
● What staff training could be implemented to handle conflicts more
effectively?
5. What potential impact could this conflict have on the hotel's reputation and
customer loyalty?
● How might negative experiences like this influence online reviews and
word-of-mouth recommendations?
● What steps could the hotel take to mitigate any potential damage?

BONUS:
● In the long run, how could the hotel use this experience to improve its
customer service?
● How can they turn this negative experience into an opportunity for growth
and improvement?
● What changes could be made to prevent similar conflicts and enhance
overall guest satisfaction?
CASE # 2

A guest arrives at a boutique hotel's front desk to check-in. The guest had made a
reservation for a suite with a view and had requested early check-in due to a busy
schedule. Upon arrival, the guest finds the front desk area crowded with other guests,
and the staff appears busy and preoccupied. Despite the guest's attempt to get the
attention of the staff, they are not acknowledged for a considerable amount of time.

1. What is the guest's initial expectation and reservation?

● What type of room did the guest reserve?
● Did the guest have any specific requests, such as early check-in?
2. What led to the guest's frustration and anger?
● How did the guest perceive the inattentiveness of the staff?
● Did the guest witness any staff members ignoring their presence?
3. How did the guest express their frustration?
● Did the guest raise their concerns with any staff member?
● Did the guest's tone or behavior escalate during the interaction?
4. How did the front desk staff respond to the situation?
● Did any staff member eventually address the guest's concerns?
● Did any staff member attempt to diffuse the situation or offer an
explanation for the delay?
5. What measures can the hotel take to rectify the situation and prevent future
occurrences?
● How can the hotel improve the staff's attentiveness during peak check-in
times?
● Should the hotel implement a system to manage guest queues more
effectively?

BONUS:
● Should the hotel enhance staff training to handle upset guests with
empathy and promptness?
● Is there a need for improved communication between staff members to
avoid neglecting guests?
CASE # 3

Mr. Johnson, a guest staying at the prestigious Starlight Hotel, calls the front office to
complain about a rodent he spotted in his room. He expresses his dissatisfaction and
concern, demanding immediate action from the hotel staff.

1. Nature of the Complaint:

● What is the specific nature of Mr. Johnson's complaint?
● What does he claim to have seen in his room?
2. Guest's Emotional State:
● How does Mr. Johnson sound during the call? Is he angry, frustrated, or
concerned?
● Does his emotional state affect the way he communicates his issue?
3. Immediate Response:
● If you are the front office staff how would you respond to Mr. Johnson's
complaint?
● Will you they offer any initial solutions?
4. Investigation and Verification:
● What steps will you take to verify the presence of a rodent in the room?
● Which departments will you connect with to help you address the issue?
5. Managing Guest Expectations:
● How does the front office manage Mr. Johnson's expectations regarding
the resolution timeline?
● Should the front office provide him with an estimated timeframe for
addressing the issue?

BONUS:
● After resolving the immediate concern, does the hotel take any measures
to prevent similar issues in the future?
● Are there any further steps taken to ensure the guest's overall satisfaction
despite the initial conflict?
CASE # 4

Ms. Smith, a guest staying at Serenity Hotel, is extremely upset and confronts the front
office staff about her noisy neighbor who has been disrupting her sleep and peace. She
demands an immediate solution to the noise issue.

1. Nature of the Complaint:

● What specific complaint does Ms. Smith have about her noisy neighbor?
● How is the noise affecting her stay and overall experience?
2. Initial Response:
● How will you as a front office staff react to Ms. Smith's complaint?
● How will you acknowledge her frustration and show empathy?
3. Assessment of the Situation:
● What actions does the front office staff take to understand the extent of the
noise issue?
● Do they contact security or any other relevant departments to investigate?
4. Resolution Options:
● What solutions does the front office present to Ms. Smith to address the
noisy neighbor?
● Are there alternative room options available to relocate her away from the
noise?
5. Managing Guest Expectations:
● How can the front office staff manage Ms. Smith's expectations regarding
the noise resolution?
● Should you provide a timeline for addressing the issue?

BONUS:
● After implementing a solution, how should you follow up with Ms. Smith?
● Will you seek her feedback to ensure her satisfaction and gather insights
for improvement?
● Can a guest’s emotional state hinder effective communication?