A guest complains that their room was not cleaned despite the 'Please Make Up Room' sign being displayed all day. What is the FIRST step a front desk agent should take?
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A
Blame the housekeeping department
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B
Apologize sincerely and offer an immediate solution such as having the room cleaned right away or upgrading the guest
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C
Tell the guest to contact housekeeping directly
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D
Offer a small discount on their next stay only