CUSTOMER ORIENTED AT THE HOTEL

How to handle AC leaking complaint from the guest?

• apologize without action

• deliver to engineering directly

• receive the complaint then inform to engineering

• neglect it

Which department is responsible for WIFI connection?

• FO

• IT

• Engineering

• IT & Engineering

what is the first step to handle guests' complaint?

• apologize

• say thank you

• keep listening attentively

• apologize & keep listening attentively

Miss order some food is often happen. How do you handle it?

• apologize and change the order

• get mad to your coworker

• neglect it

• ask some assistance to your superior

You are in charged in your department while your manager is not around. On the other hand, a guest want to change the room because the bath mat is not set up. How do you handle it?

• check directly to the room first

• apologize then change the room

• deliver to HK department to set up the bath mat

• All answers are correct

The guest is complaining the cleanliness in his room, then he asks the manager to come up to his room. Which is the correct action?

• listen attentively then apologize to the guest

• call directly the manager to come up to his room

• change the room

• listen attentively then apologize to the guest & call directly the manager to come up to his room

You are in charged at night shift. You received a call from guest complaining about noise from the next room. What will you do?

• apologize and check directly to the next room

• check with security to next room

• ask security to check next room and knock it politely.

• security asks the noisy room politely to reduce the noisy

The guest claims that he lost some money in his room. In this case what will you do?

• apologize then inform the manager

• coordinate with manager to check CCTV

• call police

• apologize then inform the manager

  & coordinate with manager to check CCTV

You are supervisor. Your guest is having an accident in the room. The guest slipped out in the floor. What will you do?

• call the doctor

• come to the room and bring the first aid kit

• help the guest by taking him to the hospital

• nerveous with that condition

The guest is very angry with a staff because of having unpleasant experience in the lobby. What will you do in you are a manager?

• Let the gueat angry in the lobby

• keep the staff inside the office then approach the guest to talk in the resto

• call the police

• apologize then talk in the library