Tourism and Hospitality

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CASE STUDIES

A person telephones wanting full details of the services your business offers, and you know it will take some time to provide the information. You have customers waiting. What would you do? How would you respond to the request for information?

You have a very irate caller on the line, eg: the person the caller wants to talk to is not available. The caller says it’s urgent and he / she will cancel the booking if you don’t find the person they want to speak to. How would you respond to the caller?

Your supervisor / manager wants you to ring some companies to see if you can you can get a better deal on stationery supplies. Prepare for and make three calls, phone your supervisor / manager to give him /her a summary of the information and complete a brief written report.

You are serving a customer when the telephone rings. The person on the phone wants to make a booking and you are the only staff member on duty. Respond to the needs of both customers.

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