Role play:2

To ensure realism, you will not be provided with any background information about this conflict situation. Your assessor will tell you where you need to stand at the beginning of the role play. You are then to respond to the situation as it unfolds. The scenario revolves around a wrong order served to the customer, your rolein this scenario is of a supervisor. This role play reflects a scenario in which staff member inattention and lack of competence leads to a customer's special dietary request not being respected. You are at the Bridge Hotelfor dinner. More information about the scenario: The staff involved in this conflict isrelatively new to the Bridge Hotel;itis their second week on the job,who has been hired for work through the reference ofa couple of friends work in the kitchen. The stafftried taking the order, but the customer kept changing their mind.They asked several questions about the menu items because they have a couple of special dietary requirements,asthey have a conditionwhich is linked toa dietary requirement that could led to anaphylaxis or an illness of some type) Once the order was madethe new stafftook it to the kitchen. Later the staffserved the food to the customer and walksaway. The scenario should start withthe customerand the staff member in a heated discussion. Youareacross the room from this situation and come over to find out what is wrong. The customer,tells you the following: Theymade it clear to the staff member thattheyhad some dietary requirements Staffobviously weren't listening to whattheywere saying the staffdid not repeat the order tocustomer, simply rushed off to the kitchen to place it the food served tothe customerwas not whattheyordered and contained foods that were not appropriate the customer alsosaw thestafflaughing and joking with the kitchen staff when they went to getthe order there are significant consequences hadthe customereaten the food (i.e.,they could have suffered a terrible allergic reaction or become ill, etc) The customersare incredibly disappointed that this has happened, this istheirfirst time at the Bridge Hotel, andtheywon't be coming back Theywill be leaving scathing reviews on social media about the inattentiveness and negligent behaviour of staff so that no one else is put at risk. The wait staff to retaliatesto these statementsquestioning their customer service skills, the wait staff claims the following: He waslistening to the customer, but the customer kept changing their mind and confusinghi. the kitchen staff toldthema joke andthey alllaughed, buthe wasn'tdistracted it's nothisfault,hedidn't cook or set out the meals to be picked up. As a supervisor youneed to show that they can avoid the situation from escalating and requesting the new employee to let them handle it. During this role play you must: demonstrate effective communication skills when interacting with the customer take swift and tactful action to prevent escalation identify and use relevant resources (policies and procedures) to assist in managing conflict establish and agree on the nature and details of conflict with all parties and assess impact respond to the customer in a sensitive, courteous, respectful, and discreet manner follow organisation procedures to address the conflict