Simulated workplaceCAQA Harbour View Hospitality is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
SITCAQA Harbour ViewSimulated workplace
Simulated workplace
Scenario · Front Office and Reservations

Handle a guest complaint at reception

You are a Guest Services Agent on the afternoon reception shift.

Entry1 to 2 hours7 tasks
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The situation

What has happened

Coralie Watts, a regular guest who uses a wheelchair, is staying in accessible room 512. She has come to reception unhappy about two things: noise from the netball dinner bump-out that kept her awake until after midnight, and the shower chair she had requested was not in the room when she arrived. She is polite but tired and says she is thinking about staying elsewhere next time. The Front Office Manager has asked you to take the complaint, resolve what you can within your authority, and make sure it is recorded so the business can learn from it.

Your brief. Receive the complaint using the Guest Complaint Handling Procedure, offer a resolution within your authority level, escalate what you cannot approve, record the complaint on the form and on her reservation, and arrange the follow-up so that Coralie leaves wanting to come back.
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Tasks

Deliverables

  • Completed Guest Complaint and Feedback Form
  • Updated reservation record with service note
  • Handover message to the Front Office Manager
  • Assessor observation of the complaint conversation

Documents to use

Systems to use

Guest Reservations Register

Records every room booking, guest requirement and service note from enquiry to check-out.

WHS Incident and Hazard Register

Logs injuries, near misses, hazards, responsible service refusals and food safety events with investigation and corrective action status.

For trainers and assessors

Units of competency

Current on training.gov.au for the Tourism, Travel and Hospitality Training Package as at 10 September 2026.

SITXCCS014Provide service to customers
SITXCOM010Manage conflict
SITXCCS011Interact with customers
SITHACS016Provide accommodation reception services

Qualifications

SIT30622Certificate III in Hospitality
SIT20322Certificate II in Hospitality
Assessor notes

What to look for

Evidence guide

Look for active listening, a sincere apology without blame, correct use of authority limits and escalation, accurate and neutral recording on the form, and the link between the complaint and the reservation record. The student must recognise the accessibility requirement as a service failure with safety implications and record the noise complaint so the events team can act on it.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.