The guest brings a non-resident visitor after midnight.

This scenario highlights the importance of enforcing hotel policies while maintaining professionalism and empathy. It is essential that receptionists handle such situations diplomatically, ensuring that guests understand the reasons behind the rules without feeling offended or unwelcome. Managing these interactions tactfully helps uphold hotel standards and fosters a secure environment for all residents.

The guest and their companion approach the reception desk after midnight.

Receptionist: Good evening, sir/ma’am. I hope you’re having a pleasant stay. May I help you with something?

Guest: Yes, this is my friend, and I’d like to bring them up to my room for a while.

Receptionist: I understand, sir/ma’am. However, according to our hotel policy, only registered guests are allowed on the premises after midnight for security reasons.

Guest: Oh, I wasn’t aware of that. Is there any way I can bring my friend in?

Receptionist: I’m afraid not, sir/ma’am. Our policy is in place to ensure the safety and comfort of all our guests. If your friend would like to visit, it must be during our visiting hours, which end at midnight.

Guest: That’s a bit inconvenient. They just wanted to stay for a short while.

Receptionist: I completely understand, sir/ma’am, and I apologize for any inconvenience this may cause. If there’s anything else I can do to assist you, please don’t hesitate to let me know.

Guest: Alright, I understand. Thank you for the clarification.

Receptionist: You’re very welcome, sir/ma’am. Thank you for your understanding. Have a good night, and please let us know if you need any assistance.