Roleplay Scenario 1

Client: John

Complaint: John had trouble with the meeting room's audiovisual equipment during his most recent
conference at the Bridge Hotel. The attendees experienced inconveniences during his presentation as a
result of the projector's frequent malfunctions.

John: Hello. Hi, is this the Bridge Hotel?

Me: [Your Name] is speaking, yes. How can I help you?
John: Hello, I'm John Smith. I wanted to talk about a few problems we ran across at the conference I just
held at your hotel.
Me: Mr. Smith, of course. I regret learning that you ran into problems. Would you kindly elaborate on
what transpired for me?

John: We encountered multiple issues with the meeting room's audiovisual equipment during the
conference. The audience became irritated with me and the presentation because the projector kept
breaking down.
Me: Mr. Smith, I recognize how crucial it is for things to go without a hitch at occasions such as this one.
I'm sorry for the trouble this caused you and your visitors. It's disheartening to learn that, despite our
best efforts, we weren't able to deliver exceptional service in this particular case.
John: Yes, given the significance of the presentation, it was really frustrating. In order to avoid such
problems in the future, I'm hopeful we can find a solution.

Me: Without a doubt, Mr. Smith. You can be sure that I will report this issue to our technical staff right
away so they can look into what's causing the equipment to malfunction and make sure it gets fixed
quickly. In addition, I'd like to extend to you a complimentary half-day meeting room reservation for
your upcoming event as a token of my gratitude.
John: I would be really grateful for that. I appreciate your quick resolution of the matter, [Your Name].
Me: I'm happy to do so, Mr. Smith. We appreciate your input and are dedicated to making sure you have
the best possible future experiences at the Bridge Hotel.
John: Once again, thank you. I'm excited to collaborate with you in the future.
Me: And so it is, Mr. Smith. I hope you have an amazing day.

Roleplay Scenario 2

Client: Seth
Seth lodged a complaint about the quality of the food served at a wedding celebration held at the Bridge
Hotel. He said there were not enough alternatives on the menu and that the food was poorly presented
and tasted.

Seth's roleplay script:

[Ring, ring, ring]

Hi, is this the Bridge Hotel? Seth: Hello.

Me: It is [Your Name] speaking, indeed. How can I help you?
Seth: Hello, I'm Seth Johnson. I would like to provide some feedback regarding the eating experience
that I had at the wedding reception that was held at your hotel lately.
Me: Naturally, Mr. Johnson. Thank you for taking the time to get in touch. Would you kindly elaborate
on your worries?

Seth: To tell the truth, I wasn't too impressed with the food that was provided at the reception. The food
was bland and poorly presented, and there weren't many selections on the menu. For such a
momentous occasion, it fell short of my expectations.
Me: Mr. Johnson, I'm really sorry to hear that. It saddens us to learn that, despite our best efforts, we
were unable to deliver an exceptional dining experience on this particular day. We value your input, and
I promise to forward it to our culinary staff for consideration.
Seth: Though I was hoping for a more pleasurable dining experience, I do appreciate that. What steps
can I take to make up for this disappointment?

Me: Without a doubt, Mr. Johnson. I would like to extend a kind invitation to you for a complimentary
supper for two at our restaurant. There, you will be able to choose from a larger menu and hopefully
have a more fulfilling experience.
Seth: That has a lot more appeal. I appreciate you taking care of my worries, [Your Name].
Me: I'm happy to do so, Mr. Johnson. We work hard to surpass our visitors' expectations, and I sincerely
hope we can win back your trust in the Bridge Hotel. We can't wait to have you back for a better eating
experience.
Seth: Once again, thank you. Thank you for your understanding.
Me: Thank you, Mr. Johnson. I hope you have an amazing day.

Roleplay Scenario 3

Client: Michael
Michael lodged at the Bridge Hotel for a weekend escape, however he was dissatisfied with the state
and cleanliness of the lodging. He discovered that the room was disorganized, antiquated, and had
broken facilities.

Script for Michael's roleplay:

[Ring, ring, ring]

Michael Hi, is this the hotel Bridge?

Me: [Your Name] is speaking, yes. How can I help you?
Michael Hello, I'm Michael Brown. I wanted to let you know about a few problems I had with the
accommodations during my recent weekend stay at your hotel.
Me: Mr. Brown, I'm sorry to hear that. Would you kindly inform me?

Me: could you elaborate on your experiences throughout your visit?

Michael To be completely honest, I wasn't impressed with the state or cleanliness of the hotel. It
appeared run-down and antiquated, and a few of the facilities weren't working well. It significantly
affected how I felt about the hotel as a whole.
Me: Mr. Brown, I'm very sorry to hear about your experience. We take great pride in providing tidy and
comfortable accommodations, so it's disappointing to learn that we fell short of your expectations. Your
input is very appreciated, and I promise to take this up with our maintenance and housekeeping staff
right away.

Me: Well, Mr. Brown, of course. I would want to extend my apologies by providing you with a
complimentary upgrade to one of our premium suites during your subsequent visit. In addition, before
your arrival, I'll make sure the accommodation is properly examined and ready to satisfy our highest
standards.
Michael That seems like a better option. I appreciate you, [Your Name], taking my issues seriously.
Me: I'm happy to do so, Mr. Brown. We are dedicated to making your next visit to the Bridge Hotel even
more delightful, and we value your input. We can't wait to see you again.
Michael Once again, thank you. Thank you for your help.
Me: Thank you, Mr. Brown. I hope you have an amazing day.