emerit Front Desk Agent case studies
emerit Front Desk Agent · Put your knowledge to work in context.
Emerit is a tourism training and certification program offered in Canada, described by its provider as "Canada's best tourism training and certification." It has been setting the standard for nearly 30 years, and its resources are designed by industry, for industry. The Front Desk Agent credential sits within this family of professional certification for tourism occupations, aimed at people who work - or want to work - at a hotel or accommodation front desk, handling guest arrivals, departures, enquiries, and the day-to-day service moments that shape a guest's impression. The emerit Front Desk Agent case studies are 5 cases and about 2,500 words.
1Overbooking at the 3 PM Crunch
It is 2:50 PM on a Friday at a 180-room select-service hotel. The property is sold out tonight, and the PMS shows 4 rooms still unassigned but only 2 clean rooms physically ready; housekeeping expects the other 2 to be clean by 3:40 PM.
526 words, about 3 min2The Card That Will Not Authorize
A guest checks in at 6 PM for a 3-night stay at 149 per night plus 12% tax. The room-and-tax total is about 500, and the property requires authorization for room, tax, and 50 per night incidentals, roughly 650.
504 words, about 3 min3The Room That Smells of Smoke
A non-smoking guest checks into room 412 at 4 PM and returns to the desk at 4:20 PM reporting a strong cigarette smell and an ashtray on the balcony. The hotel is sold out, and the PMS shows no clean non-smoking rooms available.
495 words, about 2 min4The Wake-Up Call That Never Rang
A guest set a 5:30 AM wake-up call through the front desk the night before for a 7 AM flight. The call did not happen, and the guest woke at 6:40 AM, missed the airport shuttle, and arrived at the desk at 7:10 AM demanding the hotel pay for a new flight and a taxi.
494 words, about 2 min5The Group Block That Shrank
A wedding block of 30 rooms was contracted for Saturday night at 129, with a cutoff date of 14 days before arrival. At cutoff, only 18 rooms were picked up.
481 words, about 2 min