30 minutes to prepare, 15 to present, judged on 5 performance indicators in hospitality strategy.
Career cluster
Hospitality & Tourism
Format
Roleplay
Participants
2 people
Preparation
30 minutes
Presentation
15 minutes
Performance indicators
5, worth 10 points each
Judge questions
2
4 practice roleplays for Hospitality Services Team Decision Making
Written by DUZZ in the format of a real district case: an event situation, the instructional area, the 5 performance indicators the judge scores, and the two questions asked at the end. Practise any of them out loud in the app and get scored against the 2026 evaluation form.
Customer RelationsICDC level
The Wedding and the Conference
The setting
The GRANDVIEW has taken two bookings for the same ballroom on the same Saturday: a wedding booked well over a year ago, and a corporate conference booked later that is worth more and brings repeat business.
Your role
You and your partner are to assume the roles of events associates at the GRANDVIEW.
Your task
The GRANDVIEW is a large hotel whose main ballroom is its most important event space. A staff error has left the ballroom booked twice for the same Saturday.
A couple booked it for their wedding well over a year ago and have already sent out invitations. A corporate client booked it more recently for its annual conference, which brings a large group of overnight guests and is worth considerably more to the hotel, with a strong chance of repeat business every year.
The director of events (judge) wants you to recommend how this is resolved. Explain how you would resolve a hospitality conflict of this kind, explain the nature of guest recovery for whichever client is displaced, explain how you would accommodate the specific requests either client has already made, explain the importance of meeting and exceeding expectations when you cannot meet the main one, and describe the services the industry offers that could form part of an alternative.
Performance indicators
Resolve hospitality and tourism related conflicts for customers.
Explain the nature of guest recovery.
Accommodate special needs/specific requests of customers.
Explain the importance of meeting and exceeding customer/guest expectations.
Describe services offered by the hospitality and tourism industry.
The judge will ask
1.Which booking would you move, and how do you justify it?
2.What do you offer the client you displace?
Customer RelationsAssociation level
Accessible in Name
The setting
The WESTPORT INN advertises accessible rooms. They are on an upper floor, and the lift has been out of service for weeks with a part on order. Guests who need those rooms have been arriving to find they cannot reach them.
Your role
You and your partner are to assume the roles of operations associates at the WESTPORT INN.
Your task
The WESTPORT INN is a historic inn that advertises two accessible rooms suitable for wheelchair users. Both rooms are on the second floor, reached by the inn's only lift.
The lift broke down several weeks ago, and the part needed to repair it is on back order. Guests who booked the accessible rooms have arrived to find they cannot reach them, and more guests with accessibility needs are booked for the coming weeks.
The owner (judge) wants you to recommend what the inn does. Explain how the specific needs of these guests should be accommodated while the lift is out, explain how staff should anticipate what a guest will not always say aloud, explain how you would resolve the conflict with guests already booked, explain the guarantees the property is making by advertising those rooms, and identify the factors affecting evacuation procedures for guests on an upper floor without a lift.
Performance indicators
Accommodate special needs/specific requests of customers.
Anticipate unspoken customer needs.
Resolve hospitality and tourism related conflicts for customers.
1.Do you keep selling those rooms while the lift is out?
2.What do you tell a guest who has already booked one?
SellingICDC level
The Group That Cancelled Late
The setting
A sports organiser block-booked a large number of rooms and cancelled close to the date. The contract allows a charge; the organiser books several similar weekends a year and has said so more than once.
Your role
You and your partner are to assume the roles of revenue associates.
Your task
A regional sports organiser block-booked a large number of rooms at the hotel for a youth tournament weekend. Shortly before the event, the tournament was moved to another city and the organiser cancelled the booking.
The group contract allows the hotel to charge a significant cancellation fee for late cancellations. The same organiser books several similar weekends at the hotel every year and has reminded the sales team of that relationship in their cancellation email.
The general manager (judge) wants you to recommend what the hotel does. Explain the company's selling policies and what they should say about cancellations, explain how you would determine this customer's needs well enough to keep them, explain how the relationship with them should be established and kept, explain the factors that motivate an organiser to choose one property over another, and explain how the hotel maintains the relationship whichever way it decides.
Performance indicators
Explain company selling policies.
Determine hospitality and tourism customer/guest needs.
Establish relationship with hospitality and tourism customer/guest.
Explain factors that motivate people to choose a hospitality and tourism site.
Build and maintain relationships with customers.
The judge will ask
1.Do you enforce the charge? Defend it either way.
2.What would you change in the contract for next year?
PromotionAssociation level
The Rating Nobody Can Control
The setting
The LANTERN HOUSE has slipped down the review sites. Reading the recent reviews, most of the low scores mention roadworks outside the building that will run until spring and are nothing to do with the hotel.
Your role
You and your partner are to assume the roles of marketing associates at the LANTERN HOUSE.
Your task
The LANTERN HOUSE is a boutique hotel with a strong reputation. Its average rating on popular review sites has fallen noticeably in recent months.
Reading the recent reviews, the management team found that most of the low scores mention noise and blocked access from major roadworks outside the building. The roadworks are a city project that will continue until the spring, and the hotel has no control over them.
The general manager (judge) wants you to recommend what the hotel does. Describe the concept of promotion in this industry, explain the promotional methods the industry uses that could help here, explain the relationship between promotion and the guest's expectations on arrival, explain the factors that motivate people to choose a property once a rating has slipped, and explain how digital media could be used to enhance the guest experience after they leave.
Performance indicators
Describe the concept of promotion in the hospitality and tourism industry.
Explain promotional methods used by the hospitality and tourism industry.
Explain the relationship between promotion and brand.
Explain factors that motivate people to choose a hospitality and tourism site.
Use digital media to enhance customer post-sales experience.
The judge will ask
1.Do you mention the roadworks at booking? What is the argument against?
2.What could the hotel do that would genuinely improve a stay?
Practise Hospitality Services Team Decision Making with an AI judge
Free accounts get three graded roleplays a week: you present out loud, DUZZ records you and scores you against the same 2026 form a real judge uses — performance indicators, the solution criteria, the career competencies and overall impression.