Tamara and Tony Johnson are visiting the city. They haven't been to Brisbane for many years and are here to celebrate their 25th wedding anniversary- including a long weekend in your luxury hotel, a show at QPAC and a four course meal in the award-winning restaurant at the hotel. Tamara says she's 'not the complaining type' but her steak is undercooked. She looks extremely disappointed, as they have been saving for this trip for a while and wanted everything to be perfect.

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?