4.1 a)Before you conduct the role-plays you must document how you are going to interact with the customer in each of the scenarios and how you are going to resolve the situation. Discuss your notes with your assessor for each scenario prior to conducting the role-play.Your assessor will allocate a date and time for each of the role-play activities. Guide: Short

4.1 b)Your assessor will give you a date and time for each of the role-plays, your assessor has advised you to refer to Tamina's customer service policy and procedures in terms of providing excellent customer service. You are required to refer to the attached policy and procedures from Hotel Tamina and document below what are the key features you need to comply with. Guide: Medium

Scenario 1

Emma had made a booking at a 5-Star resort at the Tamina Hotel for a business meeting. Emma being a vegan had requested that she has breakfast brought to her room on arrival before she went to her business meeting.Emma has made special request to have her room ready in the morning as well so that she could leave her luggage in her room, have breakfast then go to her meeting. On arrival, her room was not up to her standards and the television wasn't working. Emma also found that the breakfast was not a vegan breakfast as she had requested as the breakfast consisted of eggs and bacon and dairy products.Emma approached reception about the state of her room and the special request. Emma appeared unhappy, dissatisfied and cranky as she was also getting late for her meeting and had not eaten all morning.

The receptionist was friendly, smiling, and stopped what she was doing immediately when Emma approached the counter to provide her with the appropriate solutions to rectify the situation.

After listening to Emma's concerns, maintaining eye contact and nodding politely, the receptionist immediately took steps to rectify the situation.

Scenario 2

Jan had booked two rooms at the 5-star hotel, Tamina where she was meeting others at 3pm for a function.

On arrival, the hotel was very busy and Jan waited in line for 10 minutes before being served. When Jan was finally greeted at the front counter, the receptionist was very apologetic and told Jan that her room was not ready yet for her to check-in.Jan is very angry and frustrated as she wanted to check-in so she could leave her luggage before meeting her friends.Jan was getting late for her meeting and wanted to know what the hotel could do to assist her and compensate her.The receptionist is appearing calm and sympathetic to Jan and offering solutions to calm Jan down.

Scenario 3

Stuart and his family are visiting Hotel Tamina on a family holiday. They went out for dinner at the restaurant and found the chef was not happy to accommodate children's meals, they found that the staff at the restaurant were not friendly and Stuart had to call them to refill their drinks on several occasions.Stuart was also unhappy that they had to wait for over half an hour before their order was taken. Whilst Stuart acknowledged that the restaurant in this 5-star hotel was busy he still was annoyed that there was not adequate staffs on a Saturday night.Stuart is staying for a long duration and wants to know why he can have situation rectified and wishes to complaint to management but has come to the reception first to see the reception about who he can complain to. : Children meals and customer service, staff is not friendly