What would you say to a guest who has just arrived at your hotel?

• "What do you want?"

• "Why are you here?"

• "Good evening, welcome to our hotel! How may I assist you?"

• "Please wait outside."

How do you politely ask for a guest's ID during check-in?

• "Give me your ID now."

• "Can you show me your ID, please?"

• "I need your ID."

• "Why don’t you have an ID?"

Which response is appropriate when a guest asks for a nearby tourist attraction?

• "I don’t know, go search online."

• "Let me suggest the City Museum. It’s just 10 minutes away."

• "It’s none of my business."

• "Find it yourself."

A guest complains about a noisy room. How should you respond?

• "That’s not my problem."

• "You should have checked before booking."

• "I apologize for the inconvenience. Let me find a quieter room for you."

• "Just deal with it."

When a guest checks out, which of the following is appropriate?

• "Give me the room key and leave."

• "Did you take anything from the minibar?"

• "Thank you for staying with us. We hope to see you again soon!"

• "Don’t forget to tip!"

What would you say to confirm a reservation?

• "Are you sure you want to stay?"

• "I hope your booking is real."

• "Your reservation for a deluxe room from March 15 to March 17 is confirmed."

• "We’ll see if we can fit you in."

A guest requests a late checkout. What do you reply?

• "No, leave on time."

• "I’ll check the availability and get back to you."

• "That’s not possible."

• "Why do you want to stay longer?"

How do you inform a guest that their room is not ready yet?

• "Your room isn’t ready. Wait."

• "Unfortunately, your room is not ready. Would you like to wait in our lounge with some refreshments?"

• "Not my problem."

• "Go somewhere else."

A guest wants a cab. What should you say?

• "Find one outside."

• "I can call a cab for you. May I know your destination?"

• "We don’t help with that."

• "Why don’t you book it yourself?"

How do you address a lost and found query?

• "What did you lose?"

• "I don’t know anything about it."

• "Let me check with the housekeeping team and get back to you."

• "We don’t have time for this."