Room Service Delay

About the Case

Finn Walker, a 44-year-old business consultant from Syracuse, New York, has ordered a luxurious lunch, expecting it within 20 minutes. After waiting over 45 minutes, his frustration mounts due to the delay and its impact on his busy schedule.

As the hotel manager, your role is to address Finn’s concerns, listen to his frustrations, and work towards a resolution that restores his confidence in the hotel’s service.

Learning Objectives:

Focusing fully on the guest’s concerns to show genuine understanding
Acknowledging their frustration and expressing empathy for the inconvenience
Maintaining a calm demeanor to help diffuse the guest’s anger
Offering a sincere apology for the delay without being defensive
Quickly assessing the situation and proposing a solution

Skills Assessed

Active Listening
Empathy
Calmness
Apologizing Sincerely
Problem-Solving

Customize Your Case
No technical knowledge required.

With the AI-Humans platform, create fully customizable AI-powered immersive scenarios for soft skills training. You have the power to:

Outline the case details
Define assessment rubrics
Select a character of your choice
Define user and character roles
Select virtual location suitable to case

Room Service Delay

Character’s Role

Angry Guest

User’s Role

Hotel Manager

Scenario Location

Room Entrance

Customize Your Case
No technical knowledge required.