Day Four / Hour 2

11:00-11:50am: Culminating Performance Task (Disgruntled Guest Role-Play)*

  • Challenge: Employees have little time to prepare their strategy for handling an upset guest
  • Solution: Students should understand how to respond to an upset guest in the heat of the moment

Key Teaching Points:

  • Six Steps of Service Recovery & selecting the most suitable recovery
  • Communicating genuinely
  • Demonstrating empathy towards a guest’s situation

Class Activity:

  • Disgruntled Guest Role Play

11:50-12:10pm: 20 MINUTES BREAK