First of all you have to show all of your documents and they ensure you have the correct ones. Shortly after you’ll have the height and reach test and a quick form to fill out regarding piercings and tattoos . One girl got sent home at this part due to the fact she was too short, so make sure you check your height beforehand. After a bit of waiting around you will be called up to either do a group exercise or 1-1 role play. The group exercise is simple in the sense that it just involves a group of 6 of you brain storming and jolting down ideas about the question asked. Make sure you contribute but not over contribute! The 1-1 role play first of all involved you having to read a passage out loud, this did later have relevance to the next situation. Following on from reading that you are given two pages of information to read and then are expected to play a role of someone, in my case it was a receptionist. You then have to deal with an awkward customer and try to solve their issue with the information provided. Personally I found this rather tricky however as long as you remain polite and smiley that’s all you can really do. A short while after everyone has completed these tasks they will come in the common room and call out names. This is the part where people got sent home, when I was there it was around half. The majority of those sent home were the ones that were quieter. I was lucky enough not to get sent home so I then had the 2-1 interview. I found the interview simple enough on the surface, however they did appear to try and twist what you say. For example they would say ‘why did you do this for that customer and not another?’ ‘What makes them more important?’ So be prepared for this. I unfortunately didn’t receive an offer, the feedback you get is very generic so it doesn’t really help much into what you did wrong. A handful of candidates there were on their second or third attempt.