A guest just arrived at the hotel:

Hospitality

Quiz
•
Hospitality and Catering
•
Professional Development
•
Medium
Meilani Panggabean
Used 1+ times
FREE Resource
28 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
10 sec • 2 pts
"How was your journey?"
"What’s your favourite food?"
"Where have you been?"
"How long was the light?"
2.
MULTIPLE CHOICE QUESTION
10 sec • 2 pts
What is called bathroom equipment?
Bath things
Skincare Routine
Wardrobe
Aminities
3.
MULTIPLE CHOICE QUESTION
10 sec • 2 pts
What is the part of Front Office ?
Bell boy and Concierge Service
Waiter or Waiters
Public Area
Engineering
4.
MULTIPLE CHOICE QUESTION
10 sec • 2 pts
which is a phrase for apologize
i do apologize Mr / madam
I am so sorry about this inconvenience
really apologize Mr / madam about that
all are correct
5.
MULTIPLE SELECT QUESTION
20 sec • 2 pts
How do we greet our guests and would like to show our friendliness and enthusiasm? Choose 2
Take 10 meters away from you, make eye contact and smile
Take 10 steps away from you, make eye contact and smile
Take 5 steps away, verbally greet the guest warmly
Take 5 meters away, greet them verbally.
6.
MULTIPLE SELECT QUESTION
20 sec • 5 pts
How do you show to the guest that you recognize the facts, feeling and intention during the conversation? Choose all that you think are true to you.
Listen carefully and re-state the key points
Clarify if you do not understand, do not assume
Read non-verbal cues to find out guest feeling
Being empathetic and say that you recognize their feeling
Find out reason behind the guest request, decision, needs and wants
7.
MULTIPLE CHOICE QUESTION
10 sec • 2 pts
"Certainly Mr. James, I will be happy to assist you. I'll call Housekeeping Attendant to come to your room within 15 minutes to deliver the extra towels you need."
Is this a response or resolution?
Response
Resolution
Neither response or resolution
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