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Hotel/Motel Manager

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AVG. SALARY

$57,810

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EDUCATION

High school (GED) +

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JOB OUTLOOK

Stable

Real-Life Activities

Real-Life Decision Making

You are the manager of a small, service-oriented hotel. Most of the clientele at this hotel are business travelers and you do your best to ensure the accommodations are suitable for these people.

One of the little extras you provide for your customers is a complimentary breakfast and a copy of the New York Times delivered to each room every morning. These perks are not added to the price of the room; they're just a sign of the hotel's appreciation of its customers.

One morning, you are called by the front desk clerk to come down and speak with an irate customer. He is furious because his paper and coffee were delivered 15 minutes later than he requested, and he didn't have time to enjoy them before he had to rush off to a morning meeting. Now, he wants a refund for his night's lodging.

In your mind, this seems pretty silly. The paper and breakfast are a gift, not part of the room package. It's against hotel policy to provide a refund because a free breakfast did not come exactly on time. However, this man is a regular customer, and you do want to keep your business clientele happy -- they're the hotel's bread and butter.

What would you do?

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