Henry is a guest in the hotel. He calls reception and complains that the beer in his fridge is hot, as the fridge is not working. He is also hungry and the room service menu is missing. He requires a vegetarian menu. He is not angry, but would like this resolved quickly.

adhering to the policies and procedures for your organisation. Ensure you answer the following questions:

1.What steps could you take to resolve the issues?

2.What policies and procedures need to be amended/followed?

3.What feedback/follow up is required?