Prepare for the roleplay.

Read the case study information provided above, as well as the List of Services provided by Bridge Hotel.

Read the Customer Service Policy and Procedures to ensure that you understand the procedures to be followed, including:

• Personal dress requirements
• Managing enquiries
• Referring on enquiries that you are unable to respond to

For each customer, and based on situation, consider what would be the best way of communicating with them, for example, through face to face means, by telephone or in writing.