test 11

What is the first step to take when receiving a call from a hotel operator?

• Mentioning your home address

• Mentioning your full name and ID number

• Mentioning the hotel name and greeting warmly

• Mentioning your personal phone number

Bagaimana cara mengonfirmasi reservasi kamar kepada tamu dengan cara yang paling keren?

• Mengirimkan surat pos kepada tamu dengan detail reservasi

• Menghubungi tamu secara langsung melalui telepon untuk konfirmasi reservasi

• Menggunakan tanda isyarat untuk mengonfirmasi reservasi kepada tamu

• Mengirimkan email atau pesan teks kepada tamu dengan detail reservasi dan meminta konfirmasi kembali.

Imagine a conversation between Dedi and the hotel receptionist while booking a room over the phone.

• Receptionist: 'Sorry, all rooms are fully booked for the requested date.'

• Caller: 'Good afternoon, I would like to book a room for December 25.'

• Example: Receptionist: 'Good morning, Hotel ABC, how can I assist you?' Caller: 'Good morning, I would like to book a room for August 10.' Receptionist: 'Alright, we still have rooms available for that date. The price is $100 per night.' Caller: 'I will be staying alone. Do you have a room with a sea view?' Receptionist: 'Certainly, we have rooms with a sea view. Would you like to book that room?' Caller: 'Yes, I would like to book a room with a sea view. How do I confirm the booking?' Receptionist: 'You can contact us at this phone number for further confirmation. Thank you.'

• Receptionist: 'Hello, Hotel XYZ, we are not accepting room bookings.'

Agung, Wawan, and Adi are planning a surprise party for their friend. What should they do if there are complaints from the guests regarding the room reservation?

• Respond to the complaints positively, provide suitable solutions, and keep a record of the complaints for evaluation.

• Delete the reservation of the guest who complained.

• Ignore the guests' complaints.

• Ask the guests not to complain.

What are the common steps in booking a hotel room?

• Sending a carrier pigeon to the potential guest

• Ignoring calls from potential guests

• Using a secret code language

• The common steps in booking a hotel room include receiving calls or emails from potential guests, requesting important information, checking room availability, confirming the reservation, and recording reservation details in the hotel system.

Bagaimana etika yang harus diperhatikan saat menerima pemesanan kamar dari tamu?

• Menjaga kerahasiaan informasi pribadi tamu, memberikan pelayanan yang ramah, mengonfirmasi ketersediaan kamar dengan jelas, memberikan informasi yang akurat mengenai fasilitas yang disediakan.

• Mengungkapkan informasi pribadi tamu kepada orang lain

• Memberikan informasi palsu mengenai fasilitas kamar

• Mengabaikan permintaan tamu

When Dimas calls to make a reservation, what should you tell him?

• Share the menu options

• Inform about the hotel events schedule

• Discuss room availability, prices, amenities offered, and the reservation process.

Rani, Adi, and Mega are organizing a surprise birthday party for their friend. How can they make the invitation card more exciting?

• Do not include the event date and time

• Specify the purpose of the card, include complete event details, provide contact information for RSVP, add a personalized message, ensure the card design is attractive and eye-catching.

• Use a plain white card

• Do not include complete event details

Imagine Titi, Dewi, and Rina are on a mission to handle customer complaints about product returns. How would they go about it?

• Flat out reject the customer's complaint without listening

• Offer a worse product without any other options

• Ignore apologizing to the customer

• The steps to handle customer complaints about product returns are: 1. Listen to the customer's complaint patiently and attentively. 2. Apologize for any inconvenience the customer has experienced. 3. Check the availability of the desired product. 4. Offer an alternative solution if the desired product is not available. 5. Ensure the customer is satisfied with the provided solution.

Nita, Eko, and Heri are working at a hotel reception. How should they properly answer a phone call?

• Answer the phone with a smile, mention the hotel's name and your name, listen carefully to the request, provide the requested information, say thank you, and end the call politely.

• Answer the phone rudely

• Don't mention the hotel's name and your name

• Don't listen carefully to the request