Turning Operational Crisis into Customer Loyalty - The 'Walked' Guest Masterclass Role-Play 🎭🏨

It’s 11:30 PM. The hotel is sitting at 102% occupancy. Corporate client Mr. Kato arrives after a long flight, needing rest before his 7:00 AM board meeting—only to find his room unavailable.How does a front-office leader turn a potential disaster into a masterclass in service recovery?