Scenario: The Quiet Inspector Night
Multi-touch journey that typically appears in an anonymous evaluation stay.
Use this as a cross-department roleplay. One colleague plays the guest; others staff each touchpoint.
Day 0 — Reservation
Calls with anniversary mention + late flight + soft pillows + gluten-free breakfast interest.
Expect: 3-ring answer, name use, accurate rates, notes activated, confirmation email correct.
Day 1 — Arrival 9:40 p.m.
Curbside bags, 5-minute check-in, request confirmation, escort, luggage ≤10 min, room fresh, amenity present, quiet high floor.
Day 2 — In-stay
- Breakfast: immediate greeting, dietary acknowledgment, hot coffee refill, excellent product.
- Housekeeping: flawless bathroom (no water spots), luxurious bed, belongings untouched.
- Concierge: Vizcaya + dinner reservation owned end-to-end.
- Request: extra towels in ≤10 minutes, elegant presentation.
- IRD dinner: accurate order read-back, on-time, correct temperature, discreet service.
- Turndown: DND honored if set; otherwise elegant evening prep.
Day 3 — Departure
Folio review offer, accurate bill, transport offer, seamless bags, warm farewell by name.
Debrief: score each touch against module checklists; schedule department assessments (10 questions, pass ≥90%).
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.