Purpose

We will give you a scenario built from real operational patterns. Your job is to think through it, make decisions, and explain your reasoning to the panel. There is no single right answer. We are interested in how you prioritize.

What you’ll do

You will review a short scenario based on real patterns we see in guest conversations. You will prepare a brief response plan and present it to a small panel. We will ask questions and challenge your assumptions to understand how you work.

Time expectations

Prep time: up to 60 minutes
Materials: 3–4 slides max (or structured notes)
Presentation: 10 minutes
Discussion + challenge: >20–25 minutes

How to prepare

Use your prep time to:

Identify what’s happening and what might be causing it
Make a short plan with clear trade-offs
Decide what you’d do first, and what you would not do yet
Prepare to explain your reasoning out loud

You do not need perfect data. You do need clear judgment.

Scenario

You are 30 days into the Team Lead role.

The past two weeks look like this:

Escalations increased from 15% → 33%
CSAT dropped from 4.6 → 4.1
Resolution time increased 26%
One major property manager sent a warning email
Juniors are escalating faster than seniors
AI team says “no major model changes”
Product says a “tone patch” was deployed 3 weeks ago

AI response latency improved 12% over the same period. It is peak season. Two junior specialists started last month and are escalating at a noticeably higher rate than the senior team. QA backlog is growing. You do not have perfect data.

What you are looking at

Guest conversation — Keypad

Guest: “The keypad code isn’t working.”
AI: “Please confirm you are entering the code correctly and press #.”
Guest: “I did.”
AI: “Please confirm you are entering the code correctly and press #.”
Guest: “I’m outside with my kids. This is ridiculous.”
Escalated after 4 minutes.

The guest remained locked outside for 25 minutes total before the issue was resolved.
The guest mentioned being outside with two children and expressed safety concerns.
The property manager later noted that a backup key was available nearby but was not offered until after escalation.

Guest conversation — Refund

Guest complains about “ocean view” mismatch.
AI escalates.
Human agent refunds 10% immediately.
Property manager in Slack: “Why are we refunding without checking listing photos?”

A review of the past two weeks shows five similar refund cases. In each one, the escalation reason field was left blank or filled with free text such as "guest upset" or "listing issue."

Internal Slack

#guest-experience

Senior: “If everyone escalates early, AI becomes pointless.”
Junior: “Guests are already angry by the time we see it.”
Another Senior: “Our response time is faster than ever, for what it’s worth.”

#Product

PM: “Tone patch deployed 3 weeks ago.”
Engineer: “No confidence threshold changes.”

One senior told you privately that juniors are escalating to avoid being blamed.
A junior told you separately that feedback feels inconsistent between shifts.
Slack tone has sharpened over the past week. No formal complaints have been raised.

Your Questions

We are not looking for the longest answer or the most thorough slide deck. We are looking for clear thinking, honest trade-offs, and the ability to explain what you chose not to do and why. The panel will challenge your assumptions. That is part of the exercise.

Hint: We've buried some interesting signals in this case as well as a false flag. Up to you to find them.

First 48 hours

You can only act on three things in the first 48 hours.

What are they?
Why those three?
What are you deliberately not doing yet?

Escalation threshold

Escalation is at 33%. Choose one position and defend it:

Tighten escalation
Loosen escalation
Leave it temporarily
Change by issue type

Team tension

There is a fault line forming between senior and junior specialists. How do you handle it, and in what order?

Interactions avec les clients basées sur l'IA

407 rue McGill - Bureau 700
Montréal, QC
H2Y 2G3

+1 877 793 46 86

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Team LeadAI Guest Experience