WorksheetsFBS HANDLING GUESTS/PROCESS PAYMENTS
Total questions: 22
Worksheet time: 11mins
The following are guests with special needs except______.
Guests with dietary restrictions
Children
Repeat customers and regular guests
Differently-abled Guests
Guests of a different culture
What should you do after handling the guest's complaint?
Blame others for the problem
Thank the guest insincerely
Thank the guest sincerely
Why is it important to follow up with the guest?
To show that the problem is not important
To ensure that the problem was resolved satisfactorily
To avoid any further complaints
What should you do even if the complaint was resolved by someone else?
Follow up with the guest
Ignore the guest
Blame others for the problem
What should you do after setting an appropriate completion of corrective action?
Monitor the progress
Blame others for the problem
Ignore the problem
Why should you not argue with the guest?
To avoid making the guest more upset
To win the argument and show authority
To show that the guest is wrong
What should you do when determining the nature of the complaint?
Stay calm and argue with the guest
Blame others for the problem
Stay calm and do not argue with the guest
What should you do after listening to the guest's complaint?
Secure guest name and room number
Determine the nature of the complaint
Act on the complaint immediately
What is the first step in handling guest complaints?
Determine the nature of the complaint
Listen attentively to the guest's complaint
Act on the complaint immediately
Jenny is complaining to the food served quite late. What will you do?
Explain your side & take it personally
Do not talk to Jenny instead call your supervisor to explain the incident
Offer discount to Jenny
Explain what happened and ask for apology
What will you do if the customer is complaining about the spilled water on her back?
Apologize and go to the restroom.
Apologize and try to wipe the affected area
Ask the customer to go to the rest room.
Call your supervisor
Due to the implementation of a skeletal workforce in your restaurant, the food item is served 30 minutes late. Miss Ace felt disappointed about what happened. How will you handle this kind of scenario?
Call your supervisor to explain what happened.
Apologize and explain why did that happen.
Give a discount to Miss Ace
Offer any food or beverages for free.
What does the acronym L.A.S.T. stand for?
Listen, Ask, Solve, Thank
Listen, Answer, Solidify, Thank
Look, Ask, Seek, Tinker
Look, Assume, Search, Think
According to the American with Disabilities Act Bathrooms in restaurants must have
at least one stall with hand rails and enough room for a wheel chair to turn around
at least cold running water
completely seperate bathrooms for people with disabilities
nothing if they were established before 1984
When taking a complaint over the phone it is important to
take accurate notes and empathize with the guest
block the caller if get to uppity
hang up on them if they get uppity
tell them you don't take complaints over the phone and they will have to come down to file one
A hotel restaurant employee said, “Mr. Jones, I took your breakfast order correctly. The kitchen staff didn’t prepare your food the way that you wanted it.” Which inappropriate action did the employee take in handling the customer’s problem?
Providing a sincere apology
Placing blame on someone else
Offering to correct the food order
Asking the manager to handle the issue
What is the last step in effectively handling a hotel guest’s complaint?
Apologizing to the guest for making the mistake
Following up with the guest to ensure satisfaction
Asking the appropriate employee to solve the problem
Listening to the customer’s complaint to determine what to do
What type of payment methods can be done in a restaurant?
Cash
Room charge
Credit/Debit card
All of the above
3 main information that the guest needs in order for him/her to have his bill settled in his room?
Room number,Guest Name & Signature
Room number, Date of departure & Signature
Guest name, Signature & Credit/Debit card number
What are the 2 types of copies that must be printed in credit card machine when doing transactions?
Trader copy & Guest copy
Merchant copy & Customer copy
When having a cash transaction, what must be given to the guest together with the change?
Copy of the Bill
Business card
Copy of the menu
Guest can only post the bill in their room whenever they have deposit upon checking in.
True
False
