Academic
The Fourteenth Stay
Mrs. Malhotra has stayed fourteen times. Tonight the hotel is oversold and the check-in screen shows no history. She trusts there won't be any issue.
- You
- Guest Relations Trainee
- Across the table
- Mrs. Kamini Malhotra, Returning Guest, Personal stay (14 previous visits)
He speaks first.
I trust there won't be any issue. I've stayed here many times.
I didn't think I'd need to introduce myself here. But go on. What can you do for me tonight?
The brief comes after you sign in.
The situation
Fourteen stays, and the screen is blank.
Mrs. Kamini Malhotra has stayed fourteen times. Tonight the hotel is oversold. The check-in screen shows no history. She trusts that there will not be an issue.
You are the guest relations trainee. The system has forgotten her. She has not forgotten the hotel.
- The house is oversold.
- Her history is not on the screen.
- She expects to be known.
The session
About twenty minutes.
You sign in with your email, read the brief, and have the conversation. A short reflection comes first. Then the coaching debrief, on what you did. The transcript stays with the session. You do not see a score.
- Email sign-in
- Coaching debrief
- Up to 20 turns
Before you start
What people ask.
Who am I in this conversation?
You're the Guest Relations Trainee at the front desk. Mrs. Kamini Malhotra is a repeat guest who expects recognition and a smooth arrival. You get the full brief after you sign in.
Do I need hospitality or loyalty program experience to practise this?
No. The brief covers her stay history and tonight's occupancy. You're practising recognition and recovery when the system doesn't show what she knows is true.
What do I leave with?
A transcript of what you actually said, and a coaching debrief on what it cost you. You answer a short reflection before that debrief appears. You do not see a score.
Can a team run the same scenario?
Yes. Each person gets their own conversation. A pilot is how a cohort starts: same brief, separate transcripts, one place for the programme lead to read them.