Inclusive Guest Accommodations

Here is the Scenario

You are a guest service agent for Canyon Shadows Resort. Upon check-in, a guest notifies you that his wife is wheelchair-bound, and they will need special accommodations. They did not include this information in their reservation or request a handicapped-accessible room. Answer the following questions to indicate your effort to provide exceptional guest service:

Questions

Answer the following questions to indicate your effort to provide exceptional guest service:

• What accommodations can you provide to ensure the guest has the best possible experience?
• What challenges may arise with these accommodations? How will you deal with such challenges?
• What communication strategies will you employ with the guest? Why?
• What would you do to ensure that your guest is treated equally and that all needs are met?
• What would you do to go above and beyond in providing exceptional guest service?

Related Reading

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Balancing company policy and diversity expression at Canyon Shadows Resort with clear communication.