Describe a time you demonstrated adaptability when a guest booking changed suddenly, such as reallocating a room and updating service.

• A. Ignored the change.
• B. Cancelled the guest's stay.
• C. Reallocated the room and updated service.
• D. Moved the guest to a different hotel.

Answer: (C)

Adaptability in guest service means quickly adjusting plans when a booking changes and still delivering a smooth experience. When a guest’s reservation shifts suddenly, reallocating a suitable room and updating the service plan shows you can reassess inventory, pick the best available option, and coordinate the behind-the-scenes work so the guest feels little to no disruption. This involves communicating clearly with the guest and with teams across front desk, housekeeping, and any relevant departments, and adjusting details like room assignment in the system, amenity setups, and any dining or service arrangements. The result is preserved guest satisfaction and continued trust in the brand, even in the face of unexpected changes.

Choices that ignore the change, cancel the stay, or move the guest to another hotel don’t demonstrate the same proactive problem-solving and guest-centered responsiveness, which are essential in Marriott’s service ethos.