Top 20 Role Playing Situations for Hotels:
Are we really having to play pretend again?! Yes, actually, we are. There is never any real way to expose an employee to dealing with a specific situation without actually role playing. Below are some real service-related situations to use for training:
1. My bill is wrong. I was overcharged.
2. The size of my room does not appear as it does in the pictures online.
3. My bank account has more charges pending than my bill is for.
4. My air conditioner is noisy.
5. My room wasn't cleaned today.
6. My shower/tub is clogged.
7. My TV isn't working.
8. I don't have enough toilet paper.
9. I want an early check in and the room is not ready.
10. The internet is not working/too slow.
11. I'm out of coffee.
12. I requested a rollaway and there isn't enough room.
13. I didn't have any hot water.
14. The pillows are uncomfortable.
15. The pool is not warm enough.
16. The elevator is slow.
17. There is not enough parking.
18. I requested a first floor room and didn't get one.
19. I need a late check out; on a sold out night.
20. The breakfast is terrible.
Top 20 Role Playing Situations for Restaurants:
1. This is not what I ordered.
2. My food is not hot.
3. My food is taking too long.
4. My silverware/glass is dirty.
5. My drink is taking too long.
6. My drink tastes terrible.
7. I have been waiting too long for a server.
8. The wait is too long to be seated. There are empty tables.
9. The service is terrible.
10. Our food didn't come out together.
11. I never received my salad/appetizer.
12. This meal is overpriced.
13. My meat is not cooked correctly.
14. The portions are too small.
15. My table is dirty.
16. The restaurant is dirty.
17. The buffet is not stocked.
18. I never received any silverware.
19. I waited too long for my food.
20. I didn't like my meal. (Yet it is all gone.)
Please note- while role playing, keep it realistic and try to empathize with the guest. The best approach taken to any problem is to use the LEARN module- Listen, Empathize, Apologize, Respond, Notify. Once a problem has been resolved, a best practice is to take an extra step to ensure the customer is happy and go above and beyond the expectation of a resolution. A happy customer is a repeat customer. An unhappy customer can cause a loss of business and bad online reviews.
Ready, Set, Action...
I would love to hear of more role playing situations you find useful. Comment below or email me at Lindsay@nextgenhospitality.us.
Lindsay has been leading the hospitality industry for 20+ years. She has worked in hotels ranging from full service to limited service to extended stay; and has held positions that include General Manager, Revenue Manager, Corporate Human Resources, Controller and more. Her passion is SERVICE and it shows! Her enthusiasm and energy is contagious!