ROLE PLAY 4: Staff member's altercation with a guest who becomes threatening. Identify Issues: The booking is for a family of 4, including 2 young children, one who is disabled and requires wheelchair access. The staff member who took the reservation back in June did not specify on the booking that wheelchair access is required and the suite the guest has been allocated has internal stairs. There are no notes on the reservation for the new front office attendant to see where the error was made. Resolution : You must deal with the guest initially by using the appropriate conflict resolution techniques and decide on the best resolution considering the cost to the organisation. You then will need to discuss with the front office attendant how they should have dealt with the situation. Including how to pacify a situation and understand the situation from the guest's perspective