Ask my friends for help and give me a scenario simulation case of hotel reception!

Background:

After check-out, the guest found a small item (worthless, such as a lighter, but special to it) and contacted the front desk. The front desk looked for it, but I couldn't find it. When replying to the guest, the guest said that he would board the plane immediately and would not come back for a short time, which was very annoying. How to satisfy the front desk guests?

PS 1。 Guests are VIP-level customers, so they will stay in your hotel every time they come to China.

The front desk is allowed to give gifts to customers, but some gifts need to be asked from the superior, so it is impossible to contact the superior at this time. According to the importance of customers, giving valuable gifts requires the approval of superiors.

I'm not sure whether the guest lost it himself or the hotel staff stole it.

Investigation ability:

1. Treat people normally

2. Thinking ability in times of crisis (whether to make inappropriate commitments, whether to be nervous, etc. )

3. The ability to appease guests

4. Ability to solve problems

5. The ability to improvise

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Background:

Late at night, when a guest checks in for a room card, he finds that there are already guests sleeping in the room (system error or employee error when handling the room card). The new guest and the sleeping guest are very angry (opposite sex) and find the front desk together. How to satisfy two guests?

PS 1。 Didn't disappear.

The hotel has no vacancies of the same level, but there is a free superior suite.

The investigation ability is the same as above.

The second is a true story I met on a business trip, a famous five-star hotel in Shanghai. . . I checked in, and it was really annoying at that time, but the way the hotel handled it was acceptable to me. Hope to adopt