Role playing script of handling intoxicated guest Conclude the activity with a summary of essential mediator skills and techniques. This belongs to the righful In this scenario, one employee will play the role of a difficult co-worker, who is uncooperative, rude, and generally unpleasant to work with. VIDEO ROLE-PLAY ONE: You MUST make reference to the following items in your video: State your Full Name; State your Date of Birth; Show your Proof of Photo ID document (for e. The link is pasted below. Deal With Intoxicated Guests Remember that drunk people are on a different wavelength and may misinterpret most of what you say. Trainees will learn to assess intoxication, assist intoxicated guests, and provide immediate assistance if needed. The 13 Most Popular Role-Play Scenarios. Assess level of intoxication of guest in accordance with industry procedure. Offer assistance politely to intoxicated guest in line with enterprise procedure. For each scenario, it offers solutions, such as using the HEARD technique for an angry customer Managed Intoxicated Person, Receive and Handle Guest Concern. Here’s an outline of the scenario: When applying or training to be Cabin Crew, you’ll participate in lots of different role-play scenarios. Ask: If the intoxicated guest is alone, or their friends aren’t helpful, ask the guest if they really do want another drink Role Play at a Restaurant ROLE PLAY: AT A RESTAURANT Waiter: Welcome to the Seafood Restaurant. If needed, security may be called to escort the guest to his room. Enlist their help. 1 Assess situations 3. Amidst this, leadership role play scenarios emerge as a powerful tool for cultivating these essential skills. ) Guest: That looks much more economical. 1. Discussion starters (Download the 'We all play a role' discussion starters handout. Dear readers, you have already noticed that we are publishing few real life hotel conversations. During a role-play of handling an angry guest, conducted in my class, I noticed that some statementsm made by students acting in the guest's role, were commo Nov 2, 2021 · If you are the only trainer, you will likely be the one role-playing with reps. Is there anything else I can do to assist you? G: No, I think that’s enough. Jul 7, 2017 · The experts at Learn2Serve put together this infographic for restaurant managers and bartenders dealing with intoxicated guests. G: Yes, you can. Context: It is a rule that you cannot handle bodily fluids of any kind (diaper, sick bags, etc. Pacabis Language Amidst this, leadership role play scenarios emerge as a powerful tool for cultivating these essential skills. #meatechttc #meatech® #meawingsfamilies This competency-based learning material provides guidance on dealing with and managing intoxicated persons or guests in the tourism sector, specifically for those working in housekeeping. Dec 18, 2023 · What is customer service role play? Customer service role play is an interactive exercise where employees practice customer service role-play scenarios examples, allowing them to enhance their problem-solving and communication skills in a controlled, simulated environment. Jan 22, 2024 · Here are some steps we can take to handle an intoxicated customer: 1. The first topic discusses the level of intoxication The second topic deals w/ the effects of alcohol and the factors that influence huset’s action, and the remaining topic center on following standard operating procedures in assessing intoxicated guests. The script is in simple English and will help those studebts who are not very confident of their English. Flashpoint role-playing At sister brands Malmaison and Hotel du Vin, the safety and welfare of staff is paramount. “Hey mate, really sorry but you’re showing signs of intoxication, and I won’t be allowed to serve you any Nov 15, 2020 · SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES – Role-play ASSESSMENT E – ROLE-PLAY INSTRUCTIONS (for assessments not embedded within the LMS) Any written component of the assessment must be written using an industry standard software package such as Microsoft Word, Excel, PowerPoint, etc. Role play : How to handle Intoxicated Passengers at Check-in Counter #meatechttc #meatech® #meawingsfamilies Apr 19, 2024 · The setup aimed to mimic an actual guest room to provide an authentic context for the demonstration . I say ‘a problem’ because dealing with difficult customers can drive you crazy. calmly seek assistance from his friends. We will cover common role play customer service scripts and scenarios like angry customers, transfer requests, and specific roles like handling customer purchases or contacts. After each role-play, have a debriefing session where participants provide feedback and discuss the effectiveness of the mediation process. Pretend like you don’t notice that this person is drunk and handle him or her as you would any other guest. If you are new in this industry or a hotel or restaurant management student who wants to have a decent career in hospitality field, then you […] UNIT OF COMPETENCY : Deal with/handle intoxicated guest MODULE TITLE : Dealing with/Handling intoxicated guest MODULE DESCRIPTOR: This module covers the basic knowledge, skills and attitude required for valet service providers in a commercial accommodation establishment. By the end of the role-play, each rep should have a ticket or system update that you can review. It includes ways you can slow the rate of intoxication, assess guests’ level of intoxication and respond to signs of intoxication. Oct 23, 2021 · 3. Responsible alcohol service benefits the business by reducing Feb 4, 2024 · Why this scenario: This particular scenario is testing your ability to balance customer service with the sanitation standards you have to hold yourself to. 4. ** Determine levels of customer’s intoxication (MELC 6) LO 2. txt) or read online for free. Next time you have to play a drunk character, start with confidence! May 11, 2023 · Acknowledging Guest Complaints Self – paced /modular method Demonstration/role play Read information sheet 6. sleeping. By simulating real-world challenges, these scenarios offer a unique opportunity for aspiring and seasoned leaders alike to practice, reflect, and refine their approach to leading effectively. Common signs of intoxication are listed as louder TESDA-OP-CO-01-F11 (Rev. dancing b. TRAINING REGULATIONS HOUSEKEEPING NC II TOURISM SECTOR (HOTEL AND RESTAURANT) TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY East Service Road, South Superhighway, Taguig City, Metro Manila Technical Education and Skills Development Act of 1994 (Republic Act No. Dive into real-world situations and supercharge your team's confidence at the negotiating table. This way you’ll also be able to reiterate your values and preferred methods of dealing with drunk or disorderly customers. Kasus-kasus tersebut dapat dijadikan bahan untuk melatih keterampilan berkomunikasi dan penyelesaian masalah dalam memberikan pelayanan kesehatan yang baik. unnoticed c. Create, structure, practice, and evaluate realistic and relevant situations. About Press Copyright Contact us Creators Advertise Developers Terms Privacy Policy & Safety How YouTube works Test new features NFL Sunday Ticket Press Copyright Engaging in role-playing scenarios allows staff to practice handling guest complaints in a controlled environment. Friends: Chances are, drunk customers are with friends. move him to a quiet corner if he passes out. Housekeeping NC II. The module is part of a qualification for Housekeeping NC II. Nov 23, 2024 · Gratitude. The document contains Customer Service Session. Role-play a situation at work in which you must satisfy the needs of a difficult customer. Role play : How to handle Intoxicated Passengers at Check-in Counter #meatechttc #meatech® #meawingsfamilies Nov 30, 2024 · By routinely practicing these scenarios, employees will become more adept at handling various customer service challenges, leading to better outcomes & higher customer satisfaction. Perfect for sales training and skill development. For the wrong way, the employee should react inappropriately to the complaint. Employees should be trained on how best to listen actively and respond empathically when handling customer grievances or dissatisfaction with products or services provided by the company. * Role Play. aromatic. TVL-HE- FBS-Q4-LAS-6 MANAGE INTOXICATED PERSONS, RECEIVE AND HANDLE GUEST CONCERN - Free download as PDF File (. SS_Manage_intoxicated_persons 031011 3 Deal with intoxicated persons may relate to: providing suggestions and/or alternatives to the customer/guest asking customer/guest to leave the premises refusing service of alcohol. Signs that a person is unduly intoxicated; Penalties for allowing unduly intoxicated patrons to obtain or consume alcohol; Preventing patrons from becoming unduly intoxicated; Refusing service to unduly intoxicated patrons; Responsible service of alcohol marshals; Quiz: Unduly intoxicated patrons and the responsible service of alcohol Which of the following is the best way to help ensure the safety of an intoxicated guest? a. Be mindful of what the guest is ordering, how fast the guest drinks, and if the guest orders food to have a minimum idea of how fast alcohol is going to kick in. Have a look. Here are 13 of the most popular role-play scenarios that address common customer service challenges. 7796) Section 22, “Establishment and Administration of the National Trade Skills Standards” of RA 7796 known as the TESDA Explain the position to the customer using appropriate communication skills 2. Just like the ones Kevin had this week. Start with one rep and have them go through the entire call, but ask ALL of the reps in training to go through the procedure and use the systems. Waiter: That’s wonderful, under what name? Customer: The surname’s Frost Waiter: Yes, that’s great, Frost, a table for one at 8:30pm. Customer Service Role Play Script. alcohol c. 00-03/08/17) 1 COMPETENCY-BASED CURRICULUM A. Take proper action and record complaint (MEL C8) II. The eyes of an intoxicated person usually are – a. Sector : Tourism Qualification Title : HOUSEKEEPING NC II Unit of Competency : DEAL WITH/ HANDLE INTOXICATED GUEST Module Title : DEALING WITH/ HANDLING INTOXICATED GUEST Learning Outcomes: Upon completion of this module, the trainees must be able to: 1. After unpacking B: I am done unpacking your clothes Ma’am/Sir. The session itself Sep 21, 2023 · Today, we're providing angry customer role play script scenarios and techniques to manage these challenging interactions. fragrant b. Customer Service Session. Let me kindly call the manager to discuss this further in a calm manner. As businesses focus more on customer satisfaction, using role-play will be important for giving teams the confidence and skills they need to succeed. This module was prepared to help you achieve the required competency in Provide Housekeeping Services to Guests, Clean and Prepare Rooms for In- Coming Guests, Provide Valet/Butler Service, Laundry Linen and Guest Clothes, Clean Public Areas, Facilities, and Equipment, Deal With/Handle Jul 30, 2024 · Scheduling regular objection-handling drills based on these role-play scenarios can keep your sales team’s skills sharp, ensuring they are prepared to meet any sales challenge. ) May 22, 2024 · In the next section, we will provide examples of role play scripts for various social scenarios to help you get started. The Importance of Practice Through Role-Play for Effective Objection Handling in Consultative Selling Nov 25, 2021 · Tip #1: Even if your staff isn't rude, do apologize and try to rectify the situation in a good manner. 1-3 Compare answers with answer key 6. B: Okay Ma’am/Sir. It discusses determining the level of intoxication and applying appropriate procedures, while complying with relevant legislation. instead watches him in line with enterprise practice. Handling Intoxicated Customers. Prepare all the materials and props needed in the role play. Ask open-ended questions to encourage the customer to share more information. 3 17,18 11 Guest relations – ensuring the guest has a pleasant stay in the venue, ensuring their expectations are met and dealing with any problems that arise during the stay. Then, I’d give everyone a day or so to let the information percolate, before jumping right in. g. Dirty Rooms. SOP: Dealing with Intoxicated Guests SOP # : DATE OF ISSUE: PAGES: 2 must achieve to prepare guest rooms, clean public areas and equipment, provide housekeeping services, provide valet services, handle intoxicated guest, and laundry linen and guest clothes to a range of accommodation services. Here are some example scenarios you can This session plan outlines training for housekeeping staff on dealing with intoxicated guests. Apply appropriate procedures 3. 2 Deal with intoxicated persons appropriately 3. 1-3 Acknowledge Guest Complaints Answer self – check on 6. Back Up Your Staff Customer Service Session. This role-play was essential to create a lifelike scenario, allowing me to demonstrate practical handling techniques . Removing unduly intoxicated patrons from the venue Nov 5, 2024 · Role-playing scripts offer clients the opportunity to practice desired behaviors observed by the therapist for subsequent review (Corey, 2013). When staff members are educated on liquor laws, customer service, and responsible alcohol service, they can play a crucial role in reducing the likelihood of incidents that lead to costly claims. How about a quiet table in the Oct 18, 2021 · Identify which step is being described in handling intoxicated customers: An obviously underage guest wants to order alcohol and the hotel staff clearly informs the guest that he/she cannot purchase alcohol: Clarify Refusal The most serious effect of intoxication is: death Human brains are said to be only fully developed until 24 years old for males and 22 for females An intoxicated guest Here are some of the best role playing exercises for improving customer service skills: Angry Customer - Have one person act as an upset, angry customer who is complaining about a product or service. Make sure that all bar staff have done responsible service training Apr 18, 2024 · An intoxicated guest does not automatically merit being asked to leave the establishment. Role play scripts for social skills come in handy when practicing various social scenarios. 55255028-Dialogue-Dealing-With-a-Complaint-Role-Play - Free download as Word Doc (. This document provides a competency-based learning module on dealing with and handling intoxicated guests for the Housekeeping NC II qualification. Feb 26, 2023 · Editor's Notes #20: As a Bartender, it is important to recognize or detect when a customer is drunk, not only for his safety but also for the safety of other people. 2. Mar 10, 2024 · Listen to the customer's concerns and try to understand their perspective. Wanna more examples for your script? The best phrases for your script templates for angry customer situations. The document instructs partners to choose an "angry customer" scenario to role play. " The manager arrives and speaks to the guest in a calm, polite tone to de-escalate the situation and ensure the guest's safety, while also upholding hotel policies. Your friends have brought some beer and you have stocked up on food. let him manage to walk home alone. How to conduct role-play exercises? Easy— Firstly, pick out a scenario from the list below. This is why role-playing customer service scenarios is a perfect addition to routine customer service training and onboarding new reps. Trainer advises this Unit comprises three Elements, as listed on this slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail Apr 29, 2021 · Information Sheet 6. This document provides guidance on how to deal with intoxicated guests. . If a guest appears intoxicated based on signs like slurred speech or unsteady walking, staff should report it to management. Role-play exercises are often used for roles that involve high levels of interaction with people such as sales, consultancy, managers, etc; Role-play exercises are often open-ended, giving you flexibility in how you handle the Feb 15, 2019 · Staying calm is crucial. The module is divided into learning outcomes with activities, self-checks, and a procedural checklist to help This video will guide you how to handle an over intoxicated guest and help provide appropriate assistance to guest. Transcript of the 'We all play a role' video. Role play : How to handle Intoxicated Passengers at Customer Service Session. how to handle intoxicated guest - Free download as Word Doc (. Handle carefully the intoxicated guest lying on the floor by not touching. 1-1 (Deal with/handle intoxicated guests) Learning Objectives: Determine the level of intoxication After reading this INFORMATION SHEET, YOU MUST be able to: 1. â From time to time incidents can happen which put staff into situations where they must react to aggressive or challenging behaviour,â says group people and development director Lindsay Southward. Learning Competency LO 1**. Waterhouse at the bar and I don’t know how de-escalate the situation, may you please step in. There are legal obligations and a duty of care to ensure customer safety. unconscious d. This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant) as shown in Annex A Jul 5, 2023 · An example of role-playing in training could be a customer service workshop where participants take turns playing the roles of both the customer and the customer service representative. ) while serving food, but at the same time you want to assist the passenger. DEALING WITH INTOXICATED GUESTS This lesson focuses on dealing w/alcohol being served to guests w/ or w/o meals. In this scenario, one employee will play the role of a customer who is being difficult and demanding, while the other employee will play the role of a server or manager trying to handle the situation. Have you ever heard the term Allow sufficient time for the role-play and ensure that all participants have a chance to play the mediator’s role. Alcohol-Specific Role Play Test Interpersonal Scenes Scene #1: Narrator: Some friends have come over to watch the fight on TV. The document provides guidelines for handling intoxicated guests, which include: remaining calm, not arguing or embarrassing the guest, speaking to them politely and explaining unacceptable behavior, listening empathically, removing the guest from other patrons privately, and if necessary If the guest has a tab running make sure the amount is rung through and the bill is settled before the guest departs. It includes 3 learning outcomes: determining intoxication levels, applying appropriate procedures, and complying with legislation. resolution skills when asking the following different intoxicated customers to leave the premises; D) one compliant customer (Accepts your decision to leave, does not want to cause trouble and wants to come back again) E) one difficult customer refusing to leave the venue (does not accept your decision and refuses to leave) Dokumen tersebut berisi beberapa kasus role play penanganan komplain yang mencakup berbagai situasi seperti perlakuan security terhadap pasien, komunikasi dengan pasien dan keluarga, penjelasan medis, dan penanganan keluhan pelayanan. Thank you so much. Course Design Course Title: HOUSEKEEPING NC II Nominal Duration: 436 HOURS Qualification Level: NC -II Course Description: This course is designed to enhance the knowledge, skills and attitude in providing housekeeping services to guest, preparing room for guest, cleaning premises and equipment, providing valet/butler 4. #3: Trainer advises this Unit comprises three Elements, as listed on this slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail Jul 21, 2023 · When handling intoxicated guests, courage becomes an indispensable asset. c. The customer will represent one of the following types of difficult customers: disagreeable, dishonest, domineering/superior, slow/methodical, or suspicious. * TM_Manage_intoxicated_persons_refined. May 20, 2021 · There is two video role play that needs to be done for the video assessment. Below are examples of role play scripts for different situations: Jul 23, 2019 · The guest is inside the guest room (Butler Service) Unpacking of clothes B: Ma’am/Sir, may I unpack your clothes and place it in the cabinet. Have staff role-play a particular situation (i. It defines intoxication and outlines signs that indicate a person is intoxicated, such as loss of coordination, changed speech, mood changes, and the smell of alcohol. Staff should monitor guests' level of intoxication and stop serving alcohol when legally required. The response expresses appreciation for the customer’s loyalty and feedback, which helps to foster a positive relationship with the customer. It begins by providing three examples of common difficult customer service scenarios: an angry customer, being unable to answer a customer's question, and dealing with a crisis. 4 Assist the customer to leave the premises if necessary 2. 1 – 3 Perform Job Sheet 6. doc / . These scripts are also available on my YouTube channel. Assess the situation: Observe the customer’s behaviour and try to determine if they are intoxicated. unfocused. Experienced staff members with sound organization and interpersonal skills So, in my pre-reading for this role-play session, I would include the scenario above, and some information on the AAA framework, and say that we’re going to role-play customer interactions using the AAA framework. A good technique when dealing with customers is to distract them. Download the 'We all play a role': sign to display back-of-house; LCD screen to display in your venue. Show empathy and understanding by using phrases like "I understand," "I can see why you're upset," or "I'm here to help. If they’re grumbling about the in-flight menu or not being able to stow their baggage directly above them, apologise and steer the conversation on. #throwback video Customer Service Session. x Refer urgently difficult situation to immediate boss as per enterprise regulations. Handling a normal guest in the hotel itself is a very important and difficult task, and handling a guest who is drunk and completely out of his senses is next to "Sir, I understand you may be frustrated, but raising your voice will not help the situation. 1- 3 Evaluate performance using performance Feb 5, 2018 · Guest: Can I have the veg burger, please? Crew member: Sir, would you like to go with the combo offer, which will include fries and drink as well? (The guest looks at the menu overhead on the wall. This document provides information about identifying signs of intoxication and appropriately handling intoxicated customers in a bar setting. Apr 23, 2024 · Provide Housekeeping Services to Guest Providing Housekeeping Services to Guest TRS311205 2 Clean and Prepare Rooms for Guest Cleaning and Preparing Rooms for Guest TRS5123112 3 Clean Public Areas, Facilities and Equipment Cleaning Premises TRS512309115 4 Provide Valet/Butler Service Providing Valet/Butler Service TRS5123113 5 Laundry Linen Jul 18, 2023 · Role-playing exercises allow staff to learn, practice, and perfect their skills in a safe and supportive environment. Firstly, this is my response to when I’ll need to refuse service of alcohol to an intoxicated customer. The materials are self-paced and trainees are expected to work through the sections Jan 12, 2025 · In this blog post, we will explore various role play customer service scripts and scenarios that can help you easily train your team to handle difficult situations. pdf), Text File (. Oct 1, 2024 · Mastering customer service role play scenarios and scripts is essential for any team looking to improve their service quality. an intoxicated or aggressive guest) and how they would handle it. Whilst the previously mentioned signs of intoxication will help a staff member identify an intoxicated person, a tool can help staff members identify is a person is intoxicated is: Coordination Alcohol Smell Unsteady Slurred Speech Eyes Glazed Once you have identified that a customer is intoxicated, it is your responsibility to act in a prompt Mar 12, 2020 · The role play is a powerful technique of experiential learning for hospitality students, especially in guest handling tasks. What role does empathy play in providing good customers service? An intoxicated person usually encourages – a. docx), PDF File (. Then, it defines intoxication as a change in perception and skills due to high levels of alcohol. Allow sufficient time for the role-play and ensure that all participants have a chance to play the mediator’s role. It asks them to write two scripts for the scenario, one showing how not to handle the complaint and one showing the proper way. resolution skills when asking the following different intoxicated customers to leave the premises; D) one compliant customer (Accepts your decision to leave, does not want to cause trouble and wants to come back again) E) one difficult customer refusing to leave the venue (does not accept your decision and refuses to leave) Sep 23, 2021 · Unformatted text preview: TVL - HE Food and Beverage Services NC II Quarter 4 – LAS 6 Manage Intoxicated Persons, Receive and Handle Guest Concern REGION VI – WESTERN VISAYAS 11 J/SHS Quarter 4, Week 6 RO_Q4_FBS JHS/SHS_LAS6Development Team of TLE/TVL-SHS HE (Food and Beverage Services) Activity Sheet Writer: Remedios M. 4 14 8 Element 3: Comply with legislation 3. They can simulate various scenarios, such as handling a complaint, providing product recommendations, or resolving a problem. x Handle carefully the intoxicated guest lying on the floor by not touching. Role-Play Scenario #13: Handling a Product Recall Barmax have compiled short videos to assist in preparing you for your role play assessment of your Verbal Communication Skills with the trainer. No matter how drunk a person is, handling the intoxicated guest must be done in a professional and discreet way. Implementing Workplace Procedures. Listen and apologize to customer’s complaint (MELC 7) LO 3. Important things to remember in doing the performance tasks! Create a specific scenario where you need to handle an intoxicated guest. Jul 7, 2019 · About Press Copyright Contact us Creators Advertise Developers Terms Privacy Policy & Safety How YouTube works Test new features NFL Sunday Ticket Press Copyright NOTE: here the duty manager or the immediate supervisor should take the drunken guest away from the reception/front desk area and make the guest realize that this is not the right way to talk and then acting very calmly and talking very politely with him the supervisor can escort him to his room or he can indulge the guest in some other thoughts and just keep the guest calm and as soon as Nov 19, 2021 · Yes, Time allocated 20 mins Purpose of role You are required to play the role of a customer at the TIV bar who is required to show early signs of intoxication. 1K views, 13 likes, 1 loves, 2 comments, 1 shares, Facebook Watch Videos from MEATECH Technical Training Centre: Customer Service Session. Role play : How to handle Intoxicated Passengers at Check-in Counter #meatechttc #meatech® #meawingsfamilies cblm-20-deal-with-handle-intoxicated-guests - Free download as PDF File (. The licensee must ensure that an unduly intoxicated customer is closely watched, has no further access to alcohol, and does not damage the amenity of the surrounding area. Notify other staff members of the situation, ensuring everyone is informed and prepared to handle the intoxicated guest in a consistent manner. From handling customer complaints and complex dietary requirements to About Press Copyright Contact us Creators Advertise Developers Terms Privacy Policy & Safety How YouTube works Test new features NFL Sunday Ticket Press Copyright Offer assistance politely to intoxicated guest in line with enterprise procedure. b. They will also learn communication techniques, grooming Oct 18, 2024 · Well-known companies like Zappos, Disney, and Starbucks show what companies used customer role-playing to learn effective ways to communicate and handle problems. These 1-minute videos are a guide to the types of responses your assessor will be looking for, so it is important to review each video. It contains information sheets, activities, and assessments to help trainees learn how to properly deal with and handle intoxicated guests. Introducing role-play in therapy is a skill that requires practice and focus to ensure that the client can try out their new skills and coping mechanisms. Examples of Role Play Scripts – Role Play Scripts for Social Skills. 1 15 9 3. May 29, 2024 · Here are the practical ways to make the role-playing more impactful: Common Outbound Sales Objections (and How to Overcome Them Using Role-playing!) Here's where things get fun! Pair up your SDRs and have them take turns playing the roles of both the SDR and the prospect during role-playing sessions. That’s why all the relevant content you may google concentrates on challenging situations first. Oct 28, 2024 · customer service role play scenarios …or step-by-step role-play script on how to solve the problem. Explain that you are unable to serve the customer and you want to ensure they get home safely. 3 Deal with underage drinkers 3. Sep 23, 2023 · The primary objective should be to avoid any injuries to the guest and inconvenience to other guests and also to follow the hotel-defined standard while handling intoxicated guests. Invite the individual to an area away from other patrons where you can Dec 20, 2022 · Music: PITBULL - HOTEL ROOM SERVICENOTE: No copyright infringement intended. Speak to them privately and politely explain that their behavior is unacceptable, while also listening and empathizing. These scenarios prepare representatives to handle a wide array of situations with confidence and efficiency. Customer: Your company is the worst accounting software online! I‘ll make sure you lose your job, you *****!! I’ll write on every review platform until you *****! Support Rep: Pardon me. Role play : How to handle Intoxicated Passengers at Check-in Counter #meatechttc #meatech® #meawingsfamilies Subject Elements This unit comprises three Elements: Determine the level of intoxication Apply appropriate procedures Comply with legislation. Monitor customers for signs of intoxication, note any changes in behavior If customer is obviously intoxicated, calmly offer a glass of water If a customer becomes angry or unruly, repeat your reasoning and notify your manager If the customer still does not oblige when speaking to a manager or bouncer, he or she may be removed from the establishment *Do not let a customer degrade or talk This document provides learning materials for a competency-based module on dealing with intoxicated guests. If you were to play that scene, then having a clear idea of what you’ve been drinking, how you feel about the people around you, how the alcohol is affecting you and where your inhibitions are is going to be vital. reddish b. Management will then politely refuse to serve the guest more alcohol Module Title : DEAL WITH/HANDLE INTOXICATED GUESTS Learning Outcomes: LO1: Determine the level of intoxication LO2: Apply appropriate procedures LO3: Comply with legislation A. For the right way, the employee should properly address the issue and make the customer feel heard Jun 25, 2023 · I have a role play as part an assessment, one of the possible scenarios are a customer who was drunk and felt unwell and pretty out of it, and wanted to get from Point A ( the station I am at) to Point B and didn't know how he got to Point A after a night out drinking with his friends and then realized he's lost his wallet, has nothing on him Oct 23, 2024 · By investing in staff training programs, establishments can empower employees to identify and handle these situations more effectively. smelly d. Unfortunately, the fight lasts one and a half rounds. Jan 6, 2021 · The following is a role play script example of an angry customer situation. 3. The goal is to ensure the safety and well-being of the customer and other patrons, while also handling the situation in a professional and respectful manner. TESDA-API QA SYSTEM. Role play script Role play information You will be playing the role of an intoxicated customer, who gets upset when the bartender refuses to serve the drinks. Everyone has been ready for a good match. In that process, today, we have shared few real life hotel front office conversations. Background Information for Learners. Role play : How to handle Intoxicated Passengers at Check-in Counter #meatechttc #meatech® #meawingsfamilies Jan 18, 2024 · However, if you’re sure your question is atypical and requires immediate human contact, please press “9” after the first automated question. There are other ways of handling an intoxicated guest without asking the person to leave, depending on the level of intoxication. It’s a hands-on approach that places people directly in real-world situations they’re likely to face on the floor, at the bar, or while managing a team. I. ? Jul 23, 2021 · #throwback video Customer Service Session. Feb 2, 2021 · The licensee is in charge of maintaining a safe environment. Once you have identified an intoxicated customer, it is important to handle the situation appropriately and responsibly. eating c. @CIT student role playI create this video Feb 1, 2016 · Regardless how upset the guests may be, the learner, playing the restaurant manager’s role, is supposed to provide the intoxicated guests with an adequate explanation as to why they cannot be served alcohol and then serve them as best they can. It outlines the steps to determine intoxication levels, apply appropriate procedures, and comply with relevant legislation when handling situations involving intoxicated individuals. Perform a role play in the procedure of handling an intoxicated guest. Dealing With Drunk Customers – Handle Intoxicated Guests Prevention . Apr 2, 2023 · Editor's Notes #2: Trainer welcomes trainees to class and informs them that the unit “Manage Intoxicated Persons” will be presented. The other employee will play the role of a colleague who needs to address the difficult behavior in a professional and constructive manner. FOOD AND BEVERAGE OPERATIONS. assist the intoxicated guest to his vehicle. Approach the customer: Approach the customer in a calm and non- confrontational manner. Have you booked a table madam? Customer: Yes, I made a reservation for one. It begins by presenting 5 codes that correspond to words or phrases related to alcohol intoxication. Refer urgently difficult situation to immediate boss as per enterprise regulations. Don’t argue with the drunk guest, don’t call them out on being drunk, and don’t embarrass them in front of other guests or employees. I do not own this music and other clip of the video. Role play : How to handle Intoxicated Passengers at Check-in Counter #meatechttc #meatech® #meawingsfamilies Handling intoxicated customers is a challenging yet important aspect of your role as an alcohol server. Here are some tips on how to effectively manage these encounters: - Stay calm and composed: It is essential to remain calm and composed when dealing with intoxicated customers. 2 16 10 3. It provides tips for identifying signs of intoxication like slurred speech, unsteady walking, and aggressive behavior. This document provides guidance on handling intoxicated guests in hospitality settings. OK, I would go with the combo. Stay calm when dealing with an intoxicated guest at a party. The customer complained to the hotel staff about loud parties in the adjacent room that were preventing her from sleeping as well as an uncomfortable bed. Someone at work will assume the role of the customer. May 21, 2023 · 2. Establishing a clear protocol for handling intoxicated customers in your workplace can provide valuable support for you and your fellow servers. Orienting New Employees A well-trained staff with a clear understanding of safe alcohol practices is the first and most important aspect of preventing intoxication and liability. Next, assign client and agent roles. You can set-up your role play in any area of the house. Nov 22, 2024 · Thanks to rehearsing, agents will know what’s expected of them. Discover effective strategies, scripts, and examples to sharpen your sales team's skills. It not only reinforces training concepts but also helps staff develop effective This is assignment a role-playing video on how to handle guest complaints in the front office department. When dealing with an angry client, it’s essential to choose your words carefully. By mastering the strategies outlined in this blog post, you can effectively manage these situations while ensuring the safety and well-being of both the individual and the broader clientele within your establishment. . Role play : How to handle Intoxicated Passengers at Check-in Counter. Learn how to use role-play scenarios to handle customer objections effectively and confidently. The goal is to handle the customer’s requests and complaints in a calm and professional manner, and find a solution that satisfies the customer. 1 – 3 Acknowledging Guest Complaints/Concerns Refer Job sheet 6. The Duty Manager must be advised if a highly intoxicated guest is leaving the restaurant unaccompanied. pdf DAVAO ORIENTAL POLYTECHNIC INSTITUTE VISION – The country’s leading TESDA Technology Institution achieving excellence in producing graduates with 21 st century skills and desirable work values. Jun 14, 2024 · 2. Hi, My name is William Lay, and this is my short video regarding the case study showing my responses to intoxicated patrons. If 6) The FAST Method for Handling Drunk Customers. Jan 17, 2024 · As mentioned above, dealing with drunk customers and handling these types of problems might not be that easy so let’s go through this article with some helpful tips to help you handle such situations. Look for signs such as slurred speech, unsteady gait, and aggressive behaviour. This document discusses customer service scenarios and provides tips for handling difficult customer service situations. " Avoid interrupting the customer or making assumptions about their needs. It contains information on determining levels of intoxication, applying appropriate procedures, and complying with relevant legislation. Crew member: Do you want the burger small, medium, or large? Guest: Medium Role-play tests assess how you would navigate a potential work scenario with a colleague, a superior, or a customer. This document discusses how to handle intoxicated guests in hospitality settings. Deal with underage drinkers may relate to: checking identification refusing service of alcohol Handling-the-Drunken-person - Free download as PDF File (. e. Name the file using the assessment task number and then save your file. May it be a low-end hotel or a 5-star luxury property, there’s always a possibility of rooms being dirty or unclean due to the late checkout of previous guests or early check-ins or can be any other such reasons too. An intoxicated person smells – a. Failure to identify drunk customers can lead to liability issues as you are legally responsible for customers in yo In this scenario, one employee will play the role of a drunk or disorderly customer, while the other employee will play the role of a server who needs to intervene and manage the situation. #meatechttc #meatech® #meawingsfamilies Apr 25, 2017 · 16. Determine the level of intoxication 2. This will transfer your call directly to a customer care representative. May 21, 2024 · ROLE PLAY SCENARIO 4 & 5 Bar Supervisor: “[Yelling] You’re drunk !!! and can’t even stand! So please Leave!! SCENE 5: [Manager receives a call from the Bar Supervisor] Bar Supervisor: [Calls the Manager] “Hello (Manager), I just got into a fight with Mr. It is true that a valet may be all these and more. Embrace this virtue as you navigate through challenging moments, demonstrating strength and poise in the face of difficult x Offer assistance politely to intoxicated guest in line with enterprise procedure. With some prepared scripts and the right approach, you can turn a difficult conversation into a positive outcome, all while enhancing loyalty and building stronger customer relationships along the way. INTRODUCTION This unit of competency deals with the skills and knowledge required to provide valet/butler services in a commercial accommodation establishment. Exactly what a valet is or the services they provide, depends greatly on the needs of the individual guest. 2 A Record of achievement is also provided for your trainer to fill-in upon completion of this module. d. , current driver’s license, passport, etc) PLEASE NOTE: Proof of identity MUST be provided 4 days ago · Master the art of sales negotiation with our 12 engaging sales role-play scenarios. To empower your staff to feel confident to refuse service, as part of your initial front of house training, include a role play session where staff practice cutting off a customer. You are all disappointed and restless. All of this topi aims This standard operating procedure outlines how to handle intoxicated guests in a professional manner. argument d. Briefing Classmates: - I instructed my classmates to act as intoxicated guests. The document recommends refusing service to visibly intoxicated guests, encouraging food and non-alcoholic drink orders, and interacting with others in the group to prevent further drinking. Ethyl alcohol, sometimes known as pure alcohol, is the intoxicating element Jan 13, 2025 · Handling customer complaints is another area where role-play scenarios can help build employee confidence and competence. No. 3 11,12,13 7 2.
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