You are the Manager in the Virtual hotel example, a customer in the bar, approaches and seems to have been drinking and starts to be aggressive towards you. Your feel that there is potential that the customer is going to escalate a small problem.

What action could you take in this case?

Outline the stages or factors of conflict, relating to the customer's aggression towards a waiter near other customers. Describe the actions or results you need to obtain.

What resources or tools could you legally use in this scenario?

If the problem is escalated to have a physical encounter between two customers, how would you deal with this and what parties would need to be notified and who would you need to provide feedback too.

As the manager of the bar, the owner has asked you to outline the role and responsibility you have in a similar case and who improvement you could make to ensure that the situation is not escalated