You are the front desk manager for Hotel Ideal in Sydney CBD.

You are the front desk manager for Hotel Ideal in Sydney CBD. It has come to your attention that one of you bell boy Julian has been late to work on multiple occasions last month and have received many customers complains for being in attentive. During the meeting you have found his uniform is not up to the standards required by the hotel. During the meeting Julian has mentioned that his partner is ill and he had to take care of his toddler daughter. During the roleplay show empathy to the staff and provide solutions to overcome his current situation without affecting the customer service standards of the organisation. (Role play observation checklist) Role play 3 Student Name: Student Number: Assessor Name: : Role Play Date: Satisfactory Did the Student: I I Communicate with internal and external clients using various methods of communication. Use active listening Apologise to customer issues Followed standards for personal presentation Followed organisational customer service policies and procedures Identified customer needs including special needs and properly meet all requirements. Respond to customer complaints in a professional manner Escalate complex issues to appropriate person Identify and offer appropriate solutions to the satisfaction of the customers. Page 17 of 21

provide roleplay script