MAIN - TASK: LET'S ACT IT OUT! GROUP 1

GROUP 1 – STUDENT 1 , STUDENT 2 - HOTEL

STUDENT 1 - ROLE: HOTEL RECEPTIONIST

You are the hotel receptionist.
A guest comes to the front desk very angry.

In their room they found:

·       dirty bed sheets

·       no water in the minibar

·       a bad smell in the room

You feel embarrassed.
Apologise many times, stay calm, and ask for more details.
Offer at least two solutions (for example: send housekeeping, change the room, free drink, small discount) and suggest that the guest can later send a formal email to the person in charge.

STUDENT 1 - NEGOTIATING AND FINAL DECISION

You have already apologised, but the guest is still unhappy.

Now you must:

·       show understanding (“I totally understand your reaction”)

·       repeat the most important solution you can offer

·       explain clearly what you cannot do (for example: no full refund)

·       politely mention that if they want to make a formal complaint, they can send an email to the hotel manager.

Try to end the conversation in a professional and polite way.

STUDENT 2 - ROLE: DISAPPOINTED HOTEL GUEST

You are very angry and disappointed about your hotel room.

You discovered:

·       dirty sheets on the bed

·       no water in the minibar

·       a strong, unpleasant smell in the room

Go to reception and:

·       describe the problems clearly

·       say how you feel (“I’m really disappointed / upset”)

·       ask for a solution (new room, cleaning, discount, free service).

Listen to what the receptionist offers and react: accept, partially accept, or ask for something more.

STUDENT 2 - NEGOTIATING AND FINAL DECISION

You have listened to the receptionist’s ideas.

Now you must decide:

·       Do you accept the solution?

·       Do you still want to complain more?

·       Do you want to send a formal email later?

Explain your final decision, for example:

·       “OK, I’ll accept the new room, but I’m still disappointed.”

·       “I’ll take the discount, and I will also send a formal complaint by email.”