Determine which events rely on the knowledge of a front desk clerk and which rely on the skill of the front desk clerk.
A guest is at the hotel for a business conference;
he inquires about the availability of Wi-Fi.
Due to a change of plans, a guest decides to go to
a movie, but she doesn’t know the location of the
nearest movie theater.
A guest calls to make a reservation and would like to
know the types of accommodation available at the hotel.
Lara manages the front desk effectively because
she has the ability to think on her feet.
A couple that had reservations for the honeymoon
suite was assigned to a deluxe room instead and is
disputing the incorrect reservation.
Mathew handles check-ins and check-outs so smoothly
that the manager wants him to train the team.