Hotel receptionist issue?

Question

Hello everyone! The recruitor from a Hilton hotel asked me the following question: If a customer comes up to you an says he had made a reservation, but you cannot find him in the system, what do you do? What is the best answer for this question? Please take into consideration there are no rooms available.

Answer 1

I would find him another room in a different hotel offer him a ride there if he didnt have a car.  Maybe offer him food coupons in your rest?  Explain the situation??  Your full but you want to continue with good customer service as best as you can.

Answer 2

First, let them know that you are trying hard to find their reservation (and do so!):

Sir, when did you make your reservation?

Is it possible that you made it under a different name?

If you are certain that he is absolutely not in the system and he is certain that he made a reservation.. hm.. i suppose you could contact you superior at that point.

Also, he may have accidentally made his reservation at the wrong hilton. You could ask him where he found the number and track down which hotel he made the reservation.

Let me know if the recruiter likes these!