Six front-desk decisions

Choose the best first sentence. Then add one sentence from the rescue script.

1. The guest's surname has one wrong letter.
   A. That is not important. B. Could you spell your surname, please? C. Pay again.
2. The guest says the room is prepaid.
   A. Let me check the payment status. B. You are wrong. C. There are no rooms.
3. The PMS shows tomorrow's date.
   A. Come back tomorrow. B. Could I confirm your arrival date? C. Call another hotel.
4. The booking is for one guest, but two people arrive.
   A. Who are you? B. Could I confirm the number of guests? C. Only one person can sleep.
5. The requested double room is not ready.
   A. Wait. B. Here are two options. C. This is housekeeping's fault.
6. The guest is angry and speaks quickly.
   A. Calm down. B. One moment, please. Let me check. C. Speak English.

What matters to you?

1. Do you keep booking confirmations on your phone?
2. Would you wait twenty-five minutes for the right room?
3. Would a free drink make the wait better?
4. Which hotel mistake would make you angry?
5. When does a small mistake become a serious problem?
6. Is honest bad news better than a false promise?
7. What should a receptionist never say to an angry guest?
8. What makes a solution feel fair?