What does 'walking the guest' refer to in the hospitality industry?

'Walking the guest' in the hospitality industry specifically refers to the practice of substituting accommodations when a hotel is overbooked. This situation arises when a hotel has accepted more reservations than it can actually accommodate, often due to unexpected cancellations or oversights in inventory management. In such cases, instead of leaving guests without a place to stay, the hotel will "walk" them to a nearby property, which may be of similar or equal quality. This practice ensures that guests have a place to stay, albeit at a different location, and is aimed at maintaining customer service and satisfaction despite the inconvenience.

The other options do not capture the essence of the term 'walking the guest.' For example, taking guests on a tour of the hotel or providing guided walking tours of destinations are more about showcasing the facility or area, rather than addressing an accommodation issue. Similarly, upgrading guests to premium services involves enhancing their experience rather than relocating them, which is clearly different from the context of accommodating guests when overbooked.