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WorksheetsCUSTOMER ORIENTED AT THE HOTEL
Total questions: 10
Worksheet time: 10mins
How to handle AC leaking complaint from the guest?
apologize without action
deliver to engineering directly
receive the complaint then inform to engineering
neglect it
Which department is responsible for WIFI connection?
FO
IT
Engineering
IT & Engineering
what is the first step to handle guests' complaint?
apologize
say thank you
keep listening attentively
apologize & keep listening attentively
Miss order some food is often happen. How do you handle it?
apologize and change the order
get mad to your coworker
neglect it
ask some assistance to your superior
You are in charged in your department while your manager is not around. On the other hand, a guest want to change the room because the bath mat is not set up. How do you handle it?
check directly to the room first
apologize then change the room
deliver to HK department to set up the bath mat
All answers are correct
The guest is complaining the cleanliness in his room, then he asks the manager to come up to his room. Which is the correct action?
listen attentively then apologize to the guest
call directly the manager to come up to his room
change the room
listen attentively then apologize to the guest & call directly the manager to come up to his room
You are in charged at night shift. You received a call from guest complaining about noise from the next room. What will you do?
apologize and check directly to the next room
check with security to next room
ask security to check next room and knock it politely.
security asks the noisy room politely to reduce the noisy
The guest claims that he lost some money in his room. In this case what will you do?
apologize then inform the manager
coordinate with manager to check CCTV
call police
apologize then inform the manager
& coordinate with manager to check CCTV
You are supervisor. Your guest is having an accident in the room. The guest slipped out in the floor. What will you do?
call the doctor
come to the room and bring the first aid kit
help the guest by taking him to the hospital
nerveous with that condition
The guest is very angry with a staff because of having unpleasant experience in the lobby. What will you do in you are a manager?
Let the gueat angry in the lobby
keep the staff inside the office then approach the guest to talk in the resto
call the police
apologize then talk in the library
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