You are the manager of The Continent Hotel. As the manager, you need to deal with customer complaints that have been escalated due to customers not being satisfied with your employee's response or the employee not having the authority to deal with the complaint. A customer has complained that the hotel room allocated does not suit the request made when placing the booking. When making the booking, they asked for an ocean-facing room, and the room they had been allocated did not face the ocean. The customer service employee is new and unfamiliar with the hotel's processes and procedures, so they elevated the matter to you, the manager. You have the authority to offer a discount, change rooms if available or offer a refund if they wish to go to another hotel. Role-play how you, as the manager, would deal with the situation. Refer to Subchapter 2.5 in your Learner Manual for steps to best deal with customer complaints. Role Play Activity Role-play the scenario with a volunteer to show how a customer complaint is best handled while demonstrating the practical skills listed in the checklist below. Perform this activity while being observed by your trainer. If your trainer is