Unit three

Which of the following is the most polite way to refuse a request?

**

• I'm afraid that's not possible. x Not my job.

• No, we can't do that.

• No my not

The phrase "Could I speak to the manager?" is an example of:**

• Making a complaint

• Asking permission

• Giving instructions

• Offering help

Our hotel has been _ a five-star rating by the tourism

board."**

(a)  

I'm sorry, but there seems to be a. _ with your

reservation."**

(a)  

What is the best response when a guest says: "I didn't get the service I paid for

• x I'm afraid there's nothing we can do

• I apologize for the inconvenience let me look into it

• I don't care

• You should have asked earlier

What does the word assure mean in the context of customer service?**

• To suggest an idea

• To offer a discount

• To say sorry

• To make something certain or sure

If a guest says, "There's a problem with my room," you should respond:

"I'm to hear that."**

(a)  

Paradores are a type of budget hostel*

• x

• ✓

Which of the following is NOT usually found in a camp site?**

• Spa

• Fire pits

• Outdoor toilets v

• Tents

Spa and therapy rooms are available only in hostels.**

• Usually in hotels

• luxury resorts and restaurants

• Usually found in luxury hotels or resorts.