Editor | I really like the two scenarios shown. the not so good, and the better attempt.
This is to some extend how training should be conducted. Role-Plays.
With most hotels I consult for, we record the role-play and then review it together with the participant to see how and where they could improve.
If you need any more ideas or would like help preparing scripts (talk-lines) for your hotel/team write to me at editor@hospemag.com