How to analyze such a classic hotel case?

First of all, confirmation is not our responsibility; Secondly, try to help customers reduce losses and troubles.

Specifically,

Because it is morning, the manager on duty should communicate with the customer personally. Let him know that the operator did provide a wake-up call and he didn't get up in time, which is not the responsibility of the hotel. Don't take out records unless necessary, unless the customer insists on reading them. After reaching an agreement, we can take some measures to make customers feel happy, such as free breakfast and fresh fruit salad. Then the hotel should take the initiative to provide services to help customers re-book air tickets and help customers reduce losses and troubles.

Case 2:

First of all, it is necessary to find out how this different discount is generated; Secondly, try to give a reasonable explanation, and finally take measures to satisfy both customers (A and B) and minimize the loss of the hotel.

Suggestion:

Suppose you are a manager and are friends with one of the customers (A), then it is understandable to give different discounts.

Then you can explain this to another guest (B) and say that guest A is a member (if the hotel has a membership system, guest B is not a member). )。 Then suggest that customer B join the membership and enjoy the same discount next time.

If the hotel doesn't have this membership system, then you can give B customers extra discounts. Such as free drinks or other services. Because you and client A are friends, he should understand. The discount of customer B shall not exceed the discount of customer A as far as possible.

Note: If the manager is a friend of customer A, this is a special discount. ..

Other conditions will be discussed.

My humble opinion is for reference only.