You work at the reception of a hotel lobby. Your shift has just started and the phone goes crazy already. Your colleague Maria, who’s standing next to you, says she will take care of all the online bookings while you are doing the calls. You take a few phone call reservations. It’s the busiest time of the year for the hotel.
In the afternoon, a couple arrives for their honeymoon in the hotel’s penthouse. While you are checking their payment, a VIP guest arrives and asks for a reservation of the penthouse as well. Turns out there has been double booking in all the haze.
The VIP guest gets angry saying he’s been our client and has booked the penthouse for more than 10 years. At the same time, the couple points out they’ve already paid for the penthouse and the woman starts crying.
The challenge is to keep your VIP client while making the honeymoon couple happy. If you don’t give the penthouse to the VIP client, he may never come back. On the other hand, if you don’t give the penthouse to the couple, their honeymoon may be ruined.
At the end of this training, you should be able to handle double booking properly.