Operations & Support
The Upgrade Dispute
Gold member Vikrant Sood hosts his biggest client in ninety minutes. Every suite is occupied. Tanya said 'nothing available' in front of the wrong person.
- You
- Duty Manager
- Across the table
- Vikrant Sood, Regional Sales Director, Industrial equipment company (Gold loyalty member)
He speaks first.
Six years. Forty nights a year. I bring my whole team here. I recommend this property to clients, one of whom, by the way, had a colleague standing right here to watch your desk tell me 'nothing is available, sir', no explanation, no alternative, nothing.
I'm a Gold member, and this is how you treat me? I'll put this in a review.
The brief comes after you sign in.
The situation
Ninety minutes, and every suite is taken.
Vikrant Sood is a gold member. His biggest client is due in ninety minutes. Every suite is occupied. Tanya at the desk has already said nothing is available, and she said it where he could hear.
You are the duty manager, the senior person in the building tonight. Policy, his status, and a clock are all in the lobby.
- The room he wants does not exist tonight.
- A colleague has already refused him in public.
- His guest arrives in ninety minutes.
The session
About twenty minutes.
You sign in with your email, read the brief, and have the conversation. A short reflection comes first. Then the coaching debrief, on what you did. The transcript stays with the session. You do not see a score.
- Email sign-in
- Coaching debrief
- Up to 24 turns
Before you start
What people ask.
Who am I in this conversation?
You're the Duty Manager on shift. Vikrant Sood is a gold member hosting a high-stakes client dinner tonight. You get the full brief after you sign in.
Do I need hospitality experience to practise this?
No. The brief covers occupancy and loyalty status. You're practising de-escalation when policy, ego, and a clock are all in the room.
What do I leave with?
A transcript of what you actually said, and a coaching debrief on what it cost you. You answer a short reflection before that debrief appears. You do not see a score.
Can a team run the same scenario?
Yes. Each person gets their own conversation. A pilot is how a cohort starts: same brief, separate transcripts, one place for the programme lead to read them.
Beside this one