Scenario: PROBLEM-SOLVING CASE STUDY SCENARIO

Mr. Alberto approaches the hotel's reception and requesting to extend 4 hours of stay but unwillingly to accept extra payment. He had gotten the news that his flight was supposed to depart at 10:00 in the morning but it has been delayed until 19:00 in the evening. Mr. Alberto is 70 years old, and he said that it is difficult for him to wait in the airport for such a long time. He has been informed that the check-out time is 12:00 afternoon and he needed to pay 50% of the daily room rate if he were to stay up till 4pm. Mr Alberto also claimed to the receptionist that he has settled his account already and will not pay for the extra 4 hours he requested for. For Mr. Alberto to claim a free extension of 4 hours stay in the room, he mentioned that the hotel service is poor and will make a complaint against it. The receptionist proposed to Mr. Alberto that he can leave his bag with the concierge and enjoy the rest of the time in the lobby. But Mr. Alberto still insisted that he will not pay any extra money for his request and would like to talk to the front desk manager.

Activity 1 For the group PowerPoint Script assignment, you are required to fulfil the following requirements:

1.0) Use PowerPoint slides to prepare a set of dialogue to roll out the character of Mr. Alberto, RECEPTIONIST, and the FRONT DESK MANAGER as per the scenario above mentioned. (15 marks)

1.1) Use the last PowerPoint slide to list down five (5) good characteristics a FRONT DESK staff must have upon handling angry customers and explain why. (15 marks) Total = 30 marks

Scenario: PROBLEM SOLVING CASE STUDY SCENARIO Mr. Alberto approaches the hotel's reception and requesting to extend 4 hours of stay but unwillingly to accept extra payment. He had gotten the news that his flight was supposed to depart at 10:00 in the morning but it has been delayed until 19:00 in the evening. Mr. Alberto is 70 years old, and he said that it is difficult for him to wait in the airport for such a long time. He has been informed that the check-out time is 12:00 afternoon and he needed to pay 50% of the daily room rate if he were to stay up till 4pm. Mr Alberto also claimed to the receptionist that he has settled his account already and will not pay for the extra 4 hours he requested for. For Mr. Alberto to claim a free extension of 4 hours stay in the room, he mentioned that the hotel service is poor and will make a complaint against it. The receptionist proposed to Mr. Alberto that he can leave his bag with the concierge and enjoy the rest of the time in the lobby. But Mr. Alberto still insisted that he will not pay any extra money for his request and would like to talk to the front desk manager. For the group PowerPoint Script assignment, you are required to fulfil the following requirements: 1.0) Use PowerPoint slides to prepare a set of dialogue to roll out the character of Mr. Alberto, RECEPTIONIST, and the FRONT DESK MANAGER as per the scenario above mentioned. (15 marks) 1.1) Use the last PowerPoint slide to list down five (5) good characteristics a FRONT DESK staff must have upon handling angry customers and explain why. (15 marks) Total =30 marks