1 A.You and your wife have just arrived at the Bellagio hotel.You are exhausted and want to check in and go to your room immediately.You have been customers at this hotel for years and always reserve your
room early.If you have a problem at
check-in, try to be nice at first, and ask for assistance.It’s okay to get angry later if the problem is not being taken care of
quickly.
2. A.You are staying at a 5-star hotel and just ordered a very expensive
dinner from room service.You found
a hair in your steak, which was also not cooked as well as you wanted.The wine tastes sour and the mashed potatoes are too salty for you.Call the front desk to complain.You are in room 220.
3.
A.You have been staying at the Bellagio hotel for 3 days, and have not
slept well because a group of college students are staying in the room next
door.They party all night.You have a very important meeting tomorrow morning, and need a good
night’s sleep.You asked for a new
room yesterday, but nothing has been done so far.Go to the front desk and resolve the problem.
1 B.You are the desk clerk on duty at the Bellagio.Your new computer system keeps deleting reservations.The hotel is being renovated, so several rooms are under construction and
not ready to be used by guests.Your
system does not show that any more guests are checking in today.Some people are approaching your desk.If there is a problem, try to be as polite as possible and explain the
situation.If you cannot resolve the
problem, call the manager!
2
B.You are the
front desk clerk.Your restaurant
serves high-quality room service meals, and you’ve never had a complaint about
the food.You have a no-refund
policy on meals from your restaurant.The couple in room 220 has complained about everything since they arrived
yesterday- the towels, the bed, and the maids.The phone is ringing now.Your hotel values its customers, so try to be as polite as possible.
3 B.You are the front desk clerk.
There is a conference in town, and all of your rooms are filled now except for
the suites and the penthouse.
These rooms cost twice the price of the regular rooms, but are very nice.You have had some complaints about a noise group of college students.Some guests have been asking to change rooms, but you cannot upgrade them
to the nicer rooms without charging more.You value your guests very much.Your hotel values its customers, so you must always try to be as polite
as possible.A guest is approaching
the desk.Smile!!
