Manager: Good morning, thank you for joining our team. Let me walk you through our booking procedure for Hotel Futura.

New Staff Member: Thank you, I appreciate it.

Manager: Firstly, when a customer contacts us to enquire about a room, we should first ask for their preferred dates of stay and room type. We can then check availability for those dates and provide the customer with the available options.

New Staff Member: Okay, got it. And how do we handle the booking process?

Manager: Once the customer decides on a room, we should request their personal details such as their full name, contact number, email address, and credit card information to guarantee the booking. We should also inform them of our cancellation policy and any other relevant terms and conditions.

New Staff Member: What if the customer doesn't want to give their credit card details?

Manager: In that case, we can offer them the option to pay a deposit to secure the booking. However, it's important to note that we cannot guarantee the availability of the room without a deposit or credit card guarantee.

New Staff Member: Understood. And what if a customer walks in without a booking?

Manager: If a customer walks in without a booking, we should check the availability of the rooms and inform them of the available options. However, we cannot guarantee the availability of the rooms for walk-in customers, especially during peak periods.

New Staff Member: Alright, I think I understand the process. Is there anything else I need to know?

Manager: Yes, it's important to be courteous and professional when dealing with customers and to ensure that all relevant information is recorded accurately. We strive for consistency in our procedures and service delivery to provide a positive experience for our customers.

New Staff Member: Thank you for the guidance, I'll do my best to follow the procedures.

Manager: You're welcome. If you have any questions or need further assistance, please don't hesitate to ask.

Can you help me with these questions relying on this role play?

Role Play 1

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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