Recepcionist: Nguyen Muñoz

Manager: Carla Arroyo

Customer 1: Shamira Oviedo

Customer 2: Paola Paredes

PROBLEM 1
N: Good Morning How can I help you?

S: Good Morning Iast week I booked a room for today and I was surprised that my room is busy by
other people and I really upset because the travel was so tired and I need to rest a little bit but I
can’t. Can you give me any solution please?

N: So sorry, I’m going to verify your reservation in the computer and we’ll fix it together. I was
checking your reservation and apparently my partner who did you make you reservation was
wrong in date and your reservation is for Friday.

S: Oh nooo!! This kind of problems can’t happen. Can you give me any solution please?

N: Yes, one couple just left a room and the service stuff is cleaning the room. It will take 15
minutes and the room will be available to you. Oh so sorry the room is already reserved for
another couple.

S: It can’t be happening to me!! I’m very disappointed. I need to talk with your manager right now.

N: Please madame take it easy, breathe I’m going to call the manager. Give a second please.

C: Good morning Can you tell what is the problem?

N: The lady is upset because she made a reservation for today but on the system says that the
reservation is for Friday then I think there was a mistake for my partner.

C: Okey lady, please give me a moment I’m going to try to solve the problem and I’ll give you a
solution.

S: Okey.

PROBLEM 2

R: Good morning How can I help you?

P: Good morning I booked a room for today and when I enter the room was very dirty and messy,
the bathroom doesn’t have paper and towels.

N: So sorry, I’m going to talk to the house keeping to solve the problem.

P: It’s okey I hope that the problem will be solve as soon as possible because I have to go to a work
conference and I can’t be late.

N: OHHH, maybe we can give you another room only for today because the house keeping will
take 15 minutes to clean the room. Is that okey?
P: Yes it’s fine thanks.

VIDEO MEETING
C: I really need to talk to all of you. I can’t believe that there are problems in a day.
Okey Paola Can you explain me how did you make a reservation wrong?
P: I’m sorry I made a mistake. I wasn’t concentrated at the time that I made a reservation.
N: We need to try to solve this problem right now, because the customer is waiting.
C: And Shamira Can you explain me Why you didn’t clean the room?
S: I’m so sorry I had already cleaned the room but the customer arrived before the hour
and I could only make the bed, it won’t be happening again.
C: We need to give solutions, for the first problem I could offer another room and also
included extra services and give ideas.
N: I think that we can offer a free spa day.
P: Maybe we can offer swim with dolphins without any cost.
S: The dinner and lunch free
C: I think that swimming with dolphins is a great idea and change the room.
To the second problem we’ve to give another room but the house keeping has to be more
attentive. Do you agree with that?.
S: Yes.
P: Yes
N: Yes