Grace under pressure, every guest.
The hotel is oversold. A guest with a confirmed reservation is standing in front of you at 11pm.
Nine people in line, and a top-tier repeat guest walks past all of them to your desk.
A guest reports a dirty room and the easy move is to blame housekeeping.
A guest slides cash across the desk for an upgrade you're not allowed to give.
A guest is trying to explain an urgent problem in a language you don't speak.
A coworker calls out and the manager asks you to cover the overnight — you have a 7am class.
A real feedback conversation. Your responses are scored on tone, accountability, problem-solving, and empathy.
