Situations To Solve 2.0

Situations to solve 1. It’s raining. A guest is arriving suddenly, he is wet, tired. He hasn’t booked a room. He would like to stay for a night only. Check whether there is a free sinlge room for him or not. Talk about the room, the facilities and the costs. Be polite. 2. The couple in room 212 hasn’t left yet, although it’s 2:30 pm, and the leaving time is 2:00 in your hotel. Call the room, and ask them to leave, and ask them whether they need any help. 3. Five yung guests want to go out tonight, and they ask you, where they shall go, which places are good to relax and spend some good time together in Esztergom. Offer them to call a taxi. 4. An old lady would like to check out, but when she looks at the bill she gets angry and wants to see the manager. Tell her, that the manager is out now and try to find out what is her problem. 5. Your guests – a family with three children – decided to travel to Budapest. Describe them the choices of transport. Help them to choose…tell them which is more comfortable, which is cheaper etc. 6. A French businessman is calling the reception. He wants to organize a conference in your hotel. Describe the facilities of your hotel and give the name and phone number of the manager in case he decided and wants to book the conference-hall. 7. In room 344 the TV-set broke down. And it’s in the middle of the night. Try to find a mechanic, or at least another TV set somehow. It’s an emergency, because the guests are big football fans and it’s the Cup Final on this night . 8. There is a family in room 345. They have 3 children. It’s in the evening, and somehow one of the children left the room, and now the parents do not find him. You have to organize the staff to help you find the boy. 9. You are the morning receptionist and you forgot to wake up the pilot in room 654. Call him and apologize. He is angry of course, because he cannot arrive to the airport on time. Help him to prepare quickly and call a VIP taxi. Be very polite… 10. A family wants to book a room, and they are asking you about the prices for children and the facilities available for children and families.

11. You are celebrating your 10th wedding anniversary. Book a table in the Gundel. It’s very difficult to find a good date because you nedd table for twelve people and only the weekends are good for you but Gundel is usually fully booked at weekends. 12. You booked a table for New Year’s Eve, but you changed your mind, cancel it and apologize. 13. You want to go to the spa tomorrow. Call the reception and ask about pening and closing time, and ask about the prices. 14. You decided to travel to Prague by plane next week. Call the travel agency and ask about the departures, arrivals and ticket prices. Ask when you should arrive to the airport. 15. You have just finished a meeting, and realized that you are late. Call a taxi, because you want to get to the station immediately. The call center operator says that a car will arrive in 15 minutes. It’s too late for you, try to get a car in 5 minutes. 16. You are travelling on a coach. It’s at least one hour till you arrive to the next town. But you feel sick, you want to get off now. Call the tourist guide and ask help. 17. A guest is waiting in the hotel lounge, but the bellhop disappeared and nobody helps him with his luggage. He is getting angry and begins to argue with the receptionist who is you. Calm him down and find him a help as son as possible. 18. A guest from room 123 is not satisfied with the room service. The breakfast arrived late, the bathroom is not clean, the air conditioner is too noisy. Listen to her and try to solve the problem…maybe she wants an other room. 19. A guest arrives and claims his room which was booked in advance. But you don’t find his name in the register. But he insists that he has booked the room. Ask his name, the date of booking and any documents he has about the booking. (fax, e-mail etc) 20. A drunken guest does not want to leave the bar. He is too noisy and agressive. The bartender does not want to serve him. Ask for help and take this guest to his room.