Hotel: Receiving Guests

Which of the following is the main responsibility when receiving guests?

• All of the above

• Serve with a smile

• Talk in a polite manner

• To give welcome drinks to the guests.

If you do not smile, guests will feel unwelcome.

• True

• False

When a guest has arrived, how should you look?

• Don't care about what you look like

• Smile, untidy clothing, poor posture and talk impolitely.

• Neat and tidy clothing, talk politely and greet people nicely with a smile.

When a guest arrives, you should let them do what they want.

• False

• True

Answer explanation

As a host, it is important to provide guidance and assistance to guests while respecting their preferences.

That is why we say "How can we help you, Sir/ Ma'am?"

Which of the following expressions is the most polite when offering chocolate cake to hotel guests?

• Hello, would you like some more of this beautifully baked chocolate cake with freshly made icing?

• Have some of these, they are tasty and yum!

• Hey, have some more chocolate cake with freshly baked chocolate icing!

• Yo Yo Yo!! Want some more of ths cisocolate cake?

You should talk as much as possible when receiving hotel guests.

• False

• True

Answer explanation

Only ask questions whenever the hotel guests need guidance or if they have any inquiries!

Asking too many questions after a long flight can be overwhelming for the guest.

Let's make sure they feel welcomed and comfortable upon arrival!

Which of the following is the correct greeting?

• "Hello. Welcome to Mikazuki Resort and Spa. My name is Tam and this is Son. He's the bellboy. He will take care of your bags for you."

• “Xin Chao. Good morning. Welcome to Da Nang Mikazuki Japanese Resorts & Spa . My name is Tam. How may I help you, sir?”

Answer explanation

Both is correct!

One is introducing yourself and the other is introducing your friend.

What should you do if you see a guest standing by themselves?

• Ask if they would like more food?

• Talk to them?

• Introduce them to some people.

• All of the above.

Answer explanation

Feel free to ask them a question to keep the conversation going.

If they seem unsure or hesitant, just remind them to relax and take all the time they need.

How do you a address a hotel guest who is a woman?

• Ms.... (if you know the name)

• Miss (if you do not know the name)

• Ma'am

• All of the above

Which of the following is NOT formal?

• Hi

• Good morning!

• Good afternoon, sir!

• Welcome back, sir! How was the trip to Hoi An?