SkillPlay Motion
This is an example session plan generated from a SkillPlay Motion training flipbook for SITHIND008 Work effectively in hospitality service.
7 minutes
Key learning point: A positive first impression helps the customer feel welcomed and confident.
Discussion question: What does a customer notice in the first 30 seconds of service?
Facilitator notes: Ask learners to name visible and verbal behaviours that shape the first impression. Reinforce that greeting, eye contact, posture, and pace all contribute to the service experience.
8 minutes
Key learning point: Good service depends on noticing customer cues and responding before the customer has to ask twice.
Discussion question: What signs show that a customer may need help, reassurance, or extra information?
Facilitator notes: Use a short scenario where a customer pauses, looks around, or appears uncertain. Guide learners to connect observation with a respectful offer of help.
6 minutes
Key learning point: Professional language is warm, clear, respectful, and matched to the customer situation.
Discussion question: How can wording change the way a customer feels during a service interaction?
Facilitator notes: Compare a rushed response with a professional response. Encourage learners to practise short phrases they can use during greeting, explaining, checking, and closing.
8 minutes
Key learning point: Complaint handling begins with listening, acknowledging the concern, and offering the next step within your role.
Discussion question: What should you do before offering a solution to a complaint?
Facilitator notes: Model the listen, apologise, clarify, act sequence. Remind learners to stay calm, follow venue procedure, and seek support when the issue is outside their scope.
6 minutes
Key learning point: A clear close confirms the customer has what they need and leaves the final impression positive.
Discussion question: What closing phrase would suit a busy hospitality service period?
Facilitator notes: Invite learners to write one natural closing phrase. Focus on clarity, warmth, and making sure the customer knows what happens next.