Manager : Good morning Alex! I am delighted that you have decided to become one of Hotel Futura's staff. I will be talking about our policy for welcoming customers as part of our training program. This policy, which is essential for developing a solid relationship with our clients, will be discussed by me.

Alex : I am grateful to you, Manager. I'm thrilled to be here and gain insight into this new regulation.

Manager : That's fantastic! Let's get started. As you are aware, honesty, thoughtfulness, and reverence are among our most important core values, and we strive to communicate with our clients in accordance with these principles. This implies that from the moment a customer walks through the door until the moment they leave, we treat them with the utmost professionalism and friendliness.

Alex: I understand. What exactly do we say when we greet customers?

Manager : Great question, Alex. Always remember to give a friendly smile and create eye contact when you are greeting a customer. This demonstrates that you are approachable and pleasant toward others. After that, you should welcome them by saying "Good morning/afternoon/evening. Welcome to Hotel Futura. How may I be of service to you?" Make sure you speak in an approachable manner that is warm and inviting.

Alex: Alright, got it. And what should we do when we say goodbye to a client?

Manager : As you check out a guest from Hotel Futura, be sure to tell them how much you appreciate their picking your establishment and that you hope they had a good time during their stay. Maintain a tone that is courteous and respectful toward the person, and give any more assistance they might require.

Alex: That doesn't sound too difficult. What steps are taken when a client expresses dissatisfaction or lodges a complaint?

Manager :Alex, it is an excellent question. Always keep your cool and act in a professional manner while dealing with an irate or complaining consumer. Pay close attention to what they have to say, and then address the problem by taking the proper steps. Always remember to treat the other person with respect and empathy throughout the interaction.

Alex: I understand. Thank you very much for providing such a detailed explanation, Manager. Now that I've had some practice, I feel comfortable meeting our customers.

Manager : Thank you very much for paying attention, Alex. Keep in mind that making a good first impression on our clients is essential to developing lasting relationships with them; therefore, you should constantly make an effort to greet them in an honest, kind, and respectful manner.

Can you help me with these questions relying on this role play Role Play 3

1. What worked well

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2. What needs improvement

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1. How you have evaluated each policy you have implemented?

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1. How was staff involvement for the purpose of evaluation?

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5. How will you implement each identified change required into your next service period?

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