You are working at the front desk at a hotel cheking in guests. You notice a loyalty program customer and, based on your company policy, offer her a complimentary upgrade. After she leaves the counter, a new guest who was standing behind the earlier cutomer followed the transaction and demands an upgrade, too.

Question

Accepted Answer

c.  explain to the guest that only loyalty program members qualify for an upgrade und offer to share program details

Answer

b.  upgrade the guest as an exception and expect he will return as a delighted customer and join the loyalty program

Answer

a.  ask the guest to wait and call your manager to seek advice on the suggested ourse of action

Answer

d.  inform the guest that he does not qualify for the upgrage as he is not a loyalty program member

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You are working at the front desk at a hotel cheking in guests. You notice a loy...

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