Bad Customer Service (Hotel)

Students watch a video that shows the patronizing attitude of a Hotel Manager towards clients and employees. You can donwload the video and the task HERE.  I have obtained the video from youtube.

Level: Low intermediate and higher.  Some of the questions can be answered by observing the body language of the actors, others require an intermediate understanding of oral English.
Materials:

Student's Handout. To download it, see link above

• Student Handout
• Teacher Handout (same as student's but contains answers) 
• 4 minute long video

The video and the handouts can be  downloaded from this site:  HERE.
You can also  view the video online, underneath

I downloaded this video from Youtube and now I cannot find the source. If anybody knows, can you send me at e-mail at englishforeso@yahoo.es? Thanks