UAS English for Hospitality Communication

A tourist says, "This hotel room is very noisy."

You reply, "I'm so sorry to hear that. Let me see what I can do to ______ it.

• solve

• problem

• complain

• ignore

The tourist continues, "The air conditioning isn't working either."

You say, "______ for the inconvenience. I'll call maintenance right away.

• Never mind

• It's okay

• I apologize

• You're welcome

If a tourist is upset, it's important to ______ calm and professional.

•  become

• stay

• go

• leave

A tourist complains about the food.

You might ask, "Could you please ______ me more details about what happened?"

• say

• tell

• speak

• sing

To show you understand, you can say, "I understand this must be ______ for you."

• happy

• exciting

• frustrating

• funny

When offering a solution, you could say, "We can ______ you a different room."

• give

• take

• bring

• offer

If you can't solve the problem immediately, tell the tourist, "I will ______ into this further and get back to you as soon as possible."

• look

• see

• investigate

• watch

A good way to end the conversation is by saying, "Thank you for bringing this to our ______.

• attention

• place

• time

• question

If a tourist asks for a refund, you might say, "I need to ______ with my manager about that."

• talk

• discuss

• speak

• tell

It's important to ______ the tourist that their feedback is valuable.

• promise

• doubt

• assure

• forget