More inspiration
Retail & hospitality
Customer service
Soft skills
Provide room service after the kitchen is closed
Learning goal
Deal with difficult customers
Main character
Receptionist at hotel
The arena
Hotel reception
See all story elements
Game goal
Assist the customer with the best possible solution
Main obstacle
The kitchen is closed
Successful ending
The customer is happy and gets food
Unsuccessful ending
The customer leaves the hotel angry
Other characters
Hotel guests
Retail & hospitality
Customer service
Soft skills

Provide room service after the kitchen is closed

You are a receptionist working at a hotel desk. You just started your usual night shift while colleagues from the previous shift say goodbye on their way out.

A couple of guests check in for the evening. You confirm their reservations, ask for their IDs, and help them find their room.

Later in the evening, the reception phone rings and it’s one of the guests that checked in a few hours earlier. She wants to order some food.

You look at the clock and it shows 10:30 PM. The kitchen is already closed since 8 PM and is not available anymore for orders. You inform the guest, but she keeps pushing that she’s very hungry from the trip and that you should make an exception. If you don’t find a solution and keep refusing her request for a meal, you may have to deal with a very angry guest that may also leave the hotel.

At the end of this training, you should be able to assist guests and their cravings after the kitchen is closed, by offering them food from your 24/7 snackbar or ordering a meal from one of your partner restaurants in the area.

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