Situations at a 5-star Hotel!

Identify the benefits hotels will gain by going green

• Improves guest loyalty

• Competitive Advantage

• Cost Savings

• All of the above

Excuse me, how come I am on the 6th floor when I requested room on high floor? I already put a remark on my booking I made 2 months ago!

• Sorry sir, your room was assigned by my supervisor & there is nothing I can do. If you want, I can ask her to give you a call later when she reports for duty.

• Thank you for highlighting this, sir. Where did you make your request again? I will try my best but we are currently facing high occupancy.

• I am sorry but no room on high floor is available.

• Thank you for letting me know, sir. Allow me to check once again if I have any other room on a higher floor. I seek your understanding as we are currently facing high occupancy.

Answer explanation

Always listen, empathise and apologise (whenever) needed so guests will feel taken care of

Hi, I am a Gold Elite member of Marriott Bonvoy™, why am I not upgraded to the Executive Club floor?

• I am terribly sorry, ma'am, but room upgrade is subject to terms & conditions. I have no rooms to upgrade you right now.

• Oh sorry ma'am, I am not sure of this request of yours.

• Ma'am, I am aware of your Gold Elite status &I thank you for your loyalty all these years. Unfortunately we are running high tonight but we are able to move you up tomorrow, can I make this arrangement for you?

• Ma'am thanks for your feedback.

  I am not sure if you missed the clause on our loyalty programme website as it states "we will do best to upgrade your room upon arrival, subject to terms and conditions". You will have to wait for tomorrow for the executive club floor. Do you want to proceed?

Answer explanation

At times we are unable to accord membership privileges due to operational reasons but always provide alternatives!

This practice supports sustainability in hotels

• Replace conventional light bulbs with LED light bulbs

• Replace shower stalls with bathtubes

• Using recycled paper to print registration form

• Use 500ml plastic bottles for guests' drinking water

I have a late flight so please arrange for my check-out to be at 9PM for free. I am Mr. Vernon Dursley, the CEO of IBM.

• Thank you for letting me know you'd need a late check-out, Mr. Dursley but 9PM check-out is chargeable at a full night's rate.

• Mr. Dursley, late departure at 9PM is chargeable at a full night's rate. I apologise as the latest complimentary late check out I can extend is at 4PM. Right after we can store your luggage & extend the hospitality room for you should wish to freshen up before leaving for the airport. Is this arrangement workable, sir?

• Mr. Dursley, let me get my supervisor for you. One moment please.

• Sorry Mr. Dursley but it is the company's policy that all late check-out after 6PM is at full night's charge

Answer explanation

Even CEOs will need to pay for late check-out (subject to Hotel's SOP!)

So if you cannot accede to their request, at least offer an alternative!

Hi, I am booked for 2 nights and I am wondering if you can extend me a complimentary night as I am a YouTuber with huge followings on YouTube and I will be vlogging about your hotel for this stay?

• Thank you for intention to vlog about our hotel, ma'am. Before we address your request, by any chance have you written to us regarding this request before?

• This is such an honour, ma'am! Certainly, I will extend you 1 complimentary night but I will appreciate it if you could give me a shoutout?

• It is an honour for our property to be featured in your vlog, ma'am. Can I have your YouTube handle so I can verify this claim?

• I am sorry, ma'am, but you will have to write in formally to our marketing department regarding this request.

Answer explanation

While it is cool to be featured in any well-known YouTuber vlogs - please remember Front Office Agent cannot extend any complimentary stay without management's approval!