Butler Knowledge Hub
Practice with real guest situations — know exactly what to say and do
A guest just checked in and is heading to their room. They are unsure which elevator to take.
A guest with an Imperial Club room category asks what the Imperial Club is and how to access it.
A Presidential Suite guest asks what benefits are included with their stay.
A guest is curious about the underwater suites they've heard about.
Guest arrives at 11am (check-in is 3pm) and the room is not ready. They are visibly tired from a long flight and becoming impatient.
A guest calls in a panic — their WiFi just dropped in the middle of an important business video conference. They are extremely stressed.
It is midnight and a guest calls to say they cannot sleep because of loud noise from the neighboring room — possibly a party.
During check-out, a guest notices a charge on their folio for a dining experience they say they did not order.
A VIP guest is furious about multiple issues during their stay — slow service, a maintenance problem, and wrong room amenity. They are threatening to write reviews and demand to speak to the GM.
A guest calls at 10pm saying their key card has stopped working and they cannot get into their room.
A guest returns to their room after dinner to find it was not serviced — bed not made, towels not replaced, minibar not restocked.
You witness a child slip and fall at the pool deck. The parent is panicked. The child is crying but appears conscious.
A guest calls saying they think they may be having an allergic reaction after eating from the minibar. They are feeling unwell.
A guest asks for a specific service the hotel does not provide — for example, a babysitter for the evening.