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About the Case

As the Housekeeping Manager of your hotel, you need to make sure your team is performing efficiently. Recently, it has been brought to your notice that a team member, Chris Brandt, has not been performing his duties and is often neglecting tasks assigned to him. You need to have a word with him as this is very uncharacteristic of Chris.  

This conversational AI scenario is designed to provide hotel professionals practice in handling challenging situations like negligent staff members, managing teams and helping address issues faced by them. 

Learning Objectives:
  • Display understanding and empathy towards staff member’s feelings 
  • Find common ground and establish trust 
  • Ask relevant questions to help uncover underlying cause of negligence 
  • Develop skills to identify solutions to address challenges 
  • Provide feedback in a constructive and non-confrontational manner
Skills Assessed
  • Empathy 
  • Open-ended questioning 
  • Rapport-building 
  • Problem-solving 
  • Constructive feedback

Customize Your Case
No technical knowledge required.

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Interviewing Negligent Staff

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