What would you do if you're a hotel manager and someone complained that their wake up call was 10 minutes late

this is for my hotel management course so any hotel managers out there or any one who works in front office would be able to help me. so if this question gets me into trouble, sorry. thanksWhat would you do if you're a hotel manager and someone complained that their wake up call was 10 minutes late
While the above answers are good, in the grand scheme of things, 10 minutes isn't that long. But I would most definitely apologize and if the client needs to be somewhere at a specific time, then offer to order and pay for a cab, or make sure that their car is already and waiting for them. Also perhaps a complimentary breakfast, or a ';coupon'; for a free night.


Another option would be to ask them what they think would be a reasonable solution to the problem.What would you do if you're a hotel manager and someone complained that their wake up call was 10 minutes late
Bit of an old fashioned question. Does anyone actually trust the wake up calls in hotels these days anyway? I would have thought nearly all guests would now use the alarm on their phone that's what I do and i'm away probably 40-50 time a year.
Apologise. Organise rapid service of their breakfast and ensure that their bill is ready for payment - with a suitable deduction. Make sure that they can catch their train/plane. If the train is on time - unlikely in the UK - arrange for a taxi to take them to the station at no extra cost.
Apologise immediately. Then access the situation. If the guest is late for something or what, quickly get a limo and charge to the hotel for it.
You would apologize, ask the customer to hold whilst you checked the requested time and the delivered time.





If it was late, you apologize for the inconvenience.


If they are in the wrong, politely present the information to them and suggest they may have said the wrong time?
Apologize for the inconvenience first, and be sincere about it. IF that 10 minutes put a strain on their morning agenda, attempt to compensate for it by providing transportation, breakfast etc to make up the 10 minutes.


THEN%26gt;%26gt;%26gt;%26gt;find out what caused (or WHO caused) the late wake up call, and remedy the situation.


If the guest is staying another night, make sure his wake up call is set properly for the next morning.
Start this way. If you were the customer, and couldn't trust the wake-up call, do you think you would come back if it is important? Frankly, it would be enough for some people to not go back to that hotel. I had one hotel completely forget my wake-up call one time. (not to mention that the hotel manager simply laughed it off as a little mistake, and didn'e even say sorry!) But that one time was enough to ensure that I will not stay there again.





So given that, what would be appropriate for getting them to trust you again, and want to be a return customer? It will probably be different for each customer, so I suggest asking them just that. What can I do to ensure that you return?
Apologise and say you will check why it happened... make sure staff and hotel clocks are correctly set
Apologize and then give them a complimentary night (free) You may have made them late for a very important meeting, scheduled flight, court appearance, ride etc.
Apologize and offer them a comp'ed breakfast or cab ride to the airport. Ask them how they'd like the situation resolved....
Give a discount on the bill.
Say that you are very sorry but your clock was running a bit late.