Determine the frame of mind the guest

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Reference no: EM132814558

Scenario 1: You are the Front Desk Agent and a guest arrives obviously not in a good mood. How would you determine the frame of mind the guest is in and how would you proceed to interact with that guest?

Scenario 2: You are a server in the Restaurant. The guest you are looking after tells you that their room is not satisfactory. What do you do?

Scenario 3: It is 1am and the fire alarm goes off. You are on the Front Desk by yourself. There is no one else in the hotel except the Night Houseperson and the hotel is 80% full. What are the first 4 things that you do?

Scenario 4: You are the Front Office Manager, a guest asks to speak with the Manager. You approach the guest and they proceed to tell you everything that was wrong with their stay including lack of cleanliness, poor service throughout and that it was far too expensive for the experience. What is the first thing that you do?

Bonus Mark: Is the Guest always right?

Reference no: EM132814558

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