EXAMPLE
Example conversation between a hotel receptionist and a guest who has been injured:
Guest: Excuse me, can you help me? I’ve had a bit of an accident in my room and hurt my ankle.
Receptionist: Of course, I’m sorry to hear that. Can you tell me more about what happened?
Guest: Yes, I slipped and fell in the bathroom. I think I may have sprained my ankle.
Receptionist: I see. Let me call our on-call nurse to come and assess your injury. In the meantime, would you like me to bring you some ice for your ankle?
Guest: Yes, that would be great. Thank you.
Receptionist: Okay, I’ll be right back with the ice. While we wait for the nurse to arrive, can you please fill out this incident report form for us? It will help us to document the details of what happened.
Guest: Sure, no problem.
(Receptionist brings ice to guest and returns with the incident report form)
Receptionist: Thank you for filling this out. I’ve also notified our hotel manager and insurance provider about the incident. The nurse will be here shortly to assess your injury and provide any necessary medical attention. In the meantime, please let me know if there’s anything else I can do to assist you.
Guest: Thank you, I really appreciate your help.
Receptionist: Of course, it’s our pleasure to assist you. We take the safety and well-being of our guests very seriously, and we’ll do everything we can to make sure you receive the care and support you need.
Guest: Excuse me, I had a bit of an accident in my room and hurt my ankle.
Receptionist: Of course, I’m sorry to hear that. Can you tell me more about what happened?
Guest: Yes, I slipped and fell in the bathroom. I think I may have sprained my ankle.
Receptionist: I see. Let me call our on-call nurse to come and assess your injury. In the meantime, would you like me to bring you some ice for your ankle?
Guest: Yes, that would have been great. Thank you.
Receptionist: Okay, I’ll be right back with the ice. While we waited for the nurse to arrive, did you fill out the incident report form we gave you earlier?
Guest: Yes, I did.
(Receptionist brings ice to guest and returns with the incident report form)
Receptionist: Thank you for filling that out. I also notified our hotel manager and insurance provider about the incident. The nurse arrived shortly after and assessed your injury. They confirmed that you had indeed sprained your ankle and they provided you with a brace to wear. They also recommended that you rest for a few days and elevate your ankle to reduce swelling.
Guest: Yes, the nurse was really helpful. Thank you for your assistance as well.
Receptionist: You’re welcome. Is there anything else we can do to make your stay more comfortable?
Guest: No, that’s all for now. Thank you again.
Receptionist: Of course, please don’t hesitate to contact us if you need any further assistance.
Guest: Excuse me, I had an accident at the pool and I hurt my back.
Lifeguard: Oh no, I’m sorry to hear that. Can you tell me what happened?
Guest: Yes, I was jumping off the diving board and I landed awkwardly on my back. It was really painful.
Lifeguard: I see. Let me call for medical assistance right away. In the meantime, can you sit down here and let me take a look at your back?
Guest: Yes, thank you.
(Lifeguard examines the guest’s back)
Lifeguard: It looks like you may have strained a muscle in your back. Let me bring you some ice to help with the pain and swelling.
Guest: Thank you.
(Lifeguard brings ice to the guest)
Lifeguard: While we wait for the medical team to arrive, can you please fill out this incident report form? It will help us to document the details of what happened.
Guest: Yes, of course.
(Lifeguard brings the incident report form to the guest)
Lifeguard: Thank you for filling that out. Our hotel manager and insurance provider have been notified about the incident, and we’ll make sure you receive any necessary medical attention. The medical team arrived shortly after and they provided you with some pain medication and recommended that you rest for a few days. I hope you feel better soon.
Guest: Thank you, I appreciate your help.
Lifeguard: You’re welcome. Our priority is always to ensure the safety of our guests, and we take accidents like this very seriously. If there’s anything else we can do to assist you, please let us know.
