1. Room not ready at the scheduled time.

2. Water is not running and a noisy neighbor.

3. Items in room not working.
Staff: Good morning to you. We appreciate your use of the front desk service and thank you for
calling. What can I do to assist you?
Guest: Hello there, my room number is 199, I have an issue with both the television and the air
conditioner in this room. I am unable to watch any of my favorite series on this smart tv because
it is lagging too much. And the air conditioner is turned on but it is not blowing cold air.
Staff: I apologize for the inconvenience, sir/ma’am. I am going to discuss this matter with the
manager of my hotel immediately now. Please hold on for a second.
Guest: Yes, thank you.
Staff: Hello, sir/ma'am. I am sorry for keeping you waiting. We have talked about this problem,
and a member of the hotel staff is on their way to your room to check on the television and the
air conditioner and see if they can figure out what the problem is.
Guest: Is it going to be quick? Because I really want to watch on the television later.
Staff: Sir/ma’am as for the television it will be quick since a replacement is also brought by the
staffs in case it needs to be replaced. As for the air conditioner it will take a while. But we can
offer you the room next to you which is the room 200 and it is the same with the room that you
have right now.
Guest: Is the television and air conditioner in that room good?
Staff: Yes sir/ma’am, we have already checked that room earlier after your call and you can
move right away if you would like to.
Guest: Will there be additional charges for that?
Staff: Don’t worry sir/ma’am there will be no additional fees.
Guest: Okay, let me see if the air conditioner will be fixed right away, then if it will take a long
time to fix then I will call again to change room.
Staff: Understood sir/ma’am, once again we are very sorry for the inconvenience and thank you
for your patience.

4. Room locks appeared flimsy

5. Staff unhelpful and unfriendly
*3rd skit script

Service Failure: Items in room not working

Staff: Good morning to you. We appreciate your use of the front desk service and thank
you for calling. What can I do to assist you?

Guest: Hello there, my room number is 199, I have an issue with both the television and
the air conditioner in this room. I am unable to watch any of my favorite series on this
smart tv because it is lagging too much. And the air conditioner is turned on but it is not
blowing cold air.

Staff: I apologize for the inconvenience, sir/ma’am. I am going to discuss this matter
with the manager of my hotel immediately. Please hold on for a second.

Guest: Yes, thank you.

Staff: Hello, sir/ma'am. I am sorry for keeping you waiting. We have talked about this
problem, and a member of the hotel staff is on their way to your room to check on the
television and the air conditioner and see if they can figure out what the problem is.

Guest: Is it going to be quick? Because I really want to watch on the television later.

Staff: Sir/ma’am as for the television it will be quick since a replacement is also brought
by the staffs in case it needs to be replaced. As for the air conditioner it will take a while.
But we can offer you the room next to you which is the room 200 and it is the same with
the room that you have right now.

Guest: Is the television and air conditioner in that room good?

Staff: Yes sir/ma’am, we have already checked that room earlier after your call and you
can move right away if you would like to.

Guest: Will there be additional charges for that?

Staff: Don’t worry sir/ma’am there will be no additional fees.

Guest: Okay, let me see if the air conditioner will be fixed right away, then if it will take a
long time to fix then I will call again to change room.

Staff: Understood sir/ma’am, once again we are very sorry for the inconvenience and
thank you for your patience.