MODALS

1. A guest calls to confirm their reservation. How should you respond politely?

• D) "May I confirm your booking for you?"

• I should confirm your booking for you.

• I can confirm your booking now.

• Would you like me to check your booking?

2. A guest asks if they can arrange for an early check-in. How would you politely inform them of the check-in time?

• You can check in anytime after 12:00 PM.

• Please arrive at 1:00 PM for check-in.

• Check-in is available at 3:00 PM only.

• B) "You may arrive for check-in at 2:00 PM."

3. If a guest wants to speak with a manager, what’s the most polite way to respond?

• A) "Would you like me to connect you to the manager?"

• You can try contacting the manager later.

• I can’t help you with that.

• The manager is busy right now.

4. A guest requests a wake-up call. How should you respond?

• You can ask someone else for that.

• A) "I can arrange that for you."

• Wake-up calls are not available.

• I can call you later instead.

5. A guest inquires about the Wi-Fi password. What is the best way to provide it?

• It's the same as the last time you visited.

• A) "The password is on the card in your room."

• The password is available at the front desk.

• You can find it in the hotel brochure.

6. A guest expresses dissatisfaction with their room. How should you address their concern?

• B) "I will ignore your complaint."

• B) "That's just how it is."

• B) "You need to deal with it yourself."

• B) "I understand your concern, let me assist you."

7. A guest asks for recommendations for local restaurants. What is a polite way to respond?

• I only eat at fast food places.

• Just look it up online.

• B) "Here are some great options you might enjoy."

• You should try cooking at home.

8. A guest requests extra towels. How should you respond?

• I'll bring them later.

• You can find them in your room.

• A) "I’ll get those for you right away."

• We don't have any extra towels.

9. A guest wants to know the checkout time. What is the best way to inform them?

• Checkout is at 10:00 AM, please be prompt.

• You must leave by noon.

• C) "Checkout is at 11:00 AM, thank you for your understanding."

• Checkout is flexible, just let us know.

10. A guest asks if they can extend their stay. How should you respond?

• I’ll see if we can accommodate that.

• You need to check with the manager.

• We don’t allow extensions here.

• A) "I’ll check availability for you."