16 | BEHAVIORAL EXERCISE
WILD CARD
Think of a time when a guest asked you for something and you did not have the item available. How do you properly handle this situation?
ANSWER Along with politely informing the guest that you don’t have the requested item, be sure to offer an appropriate alternative. The idea here is to answer the guest’s question before they ask it. For example, if the guest asks for a certain brand of cough syrup and the hotel does not carry it, don’t just say, “We don’t have that.” Say “I’m sorry, we don’t carry that, but you can get some at….”
Made with FlippingBook - Online Brochure Maker