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About the Case

David Johnson is at your front desk waiting to check-in. Due to unforeseen technical issues, there has been a delay in the check-in formalities. Your guest is getting impatient and angry. You need to handle this situation with patience and diplomacy.

This conversational AI scenario is designed to provide hotel professionals practice in handling challenging situations like delayed check-ins with tact and diplomacy.

Learning Objectives:
  • Display effective communication skills to convey information
  • Demonstrate empathy to understand guest’s perspective and concerns
  • Display skills to de-escalate tensions and resolve issues
  • Handle guest’s concerns diplomatically and tactfully
  • Demonstrate willingness to provide exceptional service to ensure comfort
Skills Assessed
  • Communication Skills
  • Empathy
  • Conflict Resolution
  • Diplomacy
  • Customer Service Excellence

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No coding, no technical knowledge required.

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