ROLE PLAY

Criteria 0-5 Points 6-10 Points (Needs

Listens but 11-15 Points 16-20 Points (Excellent)
(Unsatisfactory) improvement)
misses key (Satisfactory)
Greeting & No greeting or poor Basic greeting; lacks
details. Friendly and clear Warm, professional, and
Introduction introduction. warmth introduction. welcoming introduction.
Listening Skills Frequently interrupts Listens well and Fully attentive; asks clarifying
or fails to listen. responds questions to ensure
appropriately. understanding.
Problem
Empathy Shows no empathy; Minimal empathy Shows understanding Deeply empathetic; validates
solving
dismisses concerns. shown; acknowledges and empathy feelings and reassures the
feelings. effectively. guest.
Does not address the Offers basic solutions Provides clear, Proactively suggests multiple
issue or offers but lacks detail. relevant solutions to solutions and explains them
irrelevant solutions. the problem. clearly.
Communication Uses inappropriate Some unclear Communicates clearly Consistently uses
Skills language or tone; communication; and respectfully positive,
unclear generally respectful throughout the professional
communication. tone. interaction. language and
tone throughout
the role play.

TOTAL 100 points

1. Hotel Complaints Late Check-In: A guest arrives at the hotel at 2 PM (check-in time) but is told their room isn't ready due to
housekeeping delays. The guest is frustrated after a long journey.
 Problem-Solving: Apologizing sincerely, offering a temporary solution (e.g., a lounge or refreshments), and providing
compensation (e.g., free room upgrade or late check-out).

2. Noisy Neighbor: A guest complains about loud music and noise from the room next door, making it difficult for them to sleep.
Problem-Solving: Investigating the issue, politely addressing the noisy guests, and possibly relocating the affected guest to a
quieter room.

3. Incorrect Billing: During check-out, a guest discovers they were charged for minibar items they didn’t consume.
Problem-Solving: Reviewing the charges, cross-checking with housekeeping reports, and resolving the billing error without
causing further inconvenience.

4. Restaurant Complaints Wrong Order: A diner orders a vegetarian dish but is served one containing meat. They are upset
about the mistake.
Problem-Solving: Apologizing, replacing the dish promptly, and possibly offering a complimentary item as compensation.

5. Long Waiting Time: A group of guests at a busy restaurant complains they’ve been waiting over an hour for their food.
Problem-Solving: Apologizing for the delay, explaining the situation, offering a small appetizer or drink while they wait, and
expediting their order.

6. Flight Complaints Lost Baggage: A passenger’s luggage doesn’t arrive at their destination, and they are distressed because
the bag contains important items.
Problem-Solving: Assisting with filling out a baggage claim form, tracking the luggage, offering essential items (like toiletries),
and updating the passenger regularly.

7. Flight Delay: A flight is delayed for several hours, and passengers are upset about the lack of communication and updates.
Problem-Solving: Providing timely updates, offering food and drink vouchers, and assisting with rebooking if needed.

8. Transportation Complaints Rude Driver: A guest using a hotel’s shuttle service complains that the driver was rude and
unhelpful when asked for assistance with luggage.
Problem-Solving: Apologizing for the driver’s behavior, addressing the issue with the driver, and ensuring the guest feels
valued (e.g., by offering an apology gift or follow-up reassurance).
9. Overcharging: A tourist taking a taxi from the airport to their hotel is charged a fare much higher than expected. They
complain to the hotel upon arrival.
Problem-Solving: Offering to mediate the issue, educating the guest about fair pricing, and contacting the taxi company if
needed.

10. Tour Guide Miscommunication: A tour guide promises a stop at a popular site, but due to time constraints, it’s skipped.
Guests are disappointed and demand an explanation.
Problem-Solving: Explaining the situation, offering alternative compensation (e.g., discounts or complimentary services), and
taking steps to prevent miscommunication in the future.

11. Hotel Complaints Unclean Room: A guest checks into their room and finds it hasn’t been cleaned properly—there’s trash in
the bin and the bed isn’t made.
Problem-Solving: Apologizing, offering immediate housekeeping service, or moving the guest to a clean, upgraded room.

12. Malfunctioning Air Conditioning: A guest complains that the air conditioning in their room isn’t working, and they’re feeling
uncomfortable. Problem-Solving: Offering a portable fan, moving the guest to a new room, and addressing the issue
promptly with maintenance.

13. Restaurant Complaints Undercooked Food: A diner complains that their chicken dish is undercooked and unsafe to eat.
Problem-Solving: Apologizing, replacing the meal with a properly cooked dish, and ensuring no additional charge for the
inconvenience.

14. Inattentive Staff: A customer complains that they’ve been waiting a long time for their server to take their order or refill their
drink.
Problem-Solving: Apologizing, providing immediate attention, and ensuring better service for the rest of their visit.

15. Flight Complaints Overbooked Flight: A passenger is informed that their seat is unavailable because the airline overbooked
the flight. They are angry and demanding a solution.
Problem-Solving: Offering compensation, rebooking them on the next flight, or upgrading their class of service.
16. Damaged Baggage Scenario: A passenger retrieves their luggage from the conveyor belt and finds it badly damaged.
Problem-Solving: Filing a damage report, offering to replace the luggage, and ensuring timely follow-up on the claim.

17. Transportation Complaints Missed Tour Bus: A tourist misses their scheduled bus for a city tour due to unclear instructions
on the meeting point. They are upset and feel it’s the company’s fault.
Problem-Solving: Offering an alternative tour time, clarifying instructions for future guests, and showing genuine concern for
the inconvenience.

18. Driver Took a Longer Route: A passenger in a taxi or rideshare complains that the driver took a longer route to increase the
fare.
Problem-Solving: Reviewing the route, offering a partial refund if necessary, and reassuring the guest it won’t happen again.

19. Tourist Attraction Complaints Overcrowded Attraction: Guests visiting a popular site complain it’s too crowded, and they feel
they can’t enjoy the experience they paid for.
Problem-Solving: Offering alternative times or quieter areas of the site, or a voucher for future visits.

20. False Advertising: A tourist booked an activity expecting scenic views and a long tour, but the experience was shorter and
didn’t match the description.
Problem-Solving: Apologizing, offering a partial refund or discount for future tours, and investigating how to align marketing
with reality.