[1] Have you ever had a checkout interaction that turned a guest's mood around? What happened?

[1] Why do you think the checkout moment is often overlooked compared to check-in?

[2] Mr. Okafor says the bill looks higher than expected. How do you respond before he gets frustrated?

[2] The late checkout fee may have been added in error. How do you handle that in real time without making promises you can't keep?

[2] He mentions the Wi-Fi issue on his way out. How do you acknowledge it meaningfully without holding him up?

If you have a question or questions that you'd like to discuss during your class, please write them down.