WorksheetsHotel Guest Interaction - GHI
Total questions: 42
Worksheet time: 25mins
A guest arrives and says, "I have a reservation." What do you say?
What do you want?
How long are you staying?
Can I have your name, please?
Are you happy?
How do you greet a guest arriving at the hotel in the morning?
Hey, what's up?
Good morning! Welcome to our hotel.
What's your problem?
Please come back later.
If a guest asks, "Where is the nearest ATM?" you should say:
I don't know.
Sorry, we don't have one.
It's just down the street, on the left.
It's not my job to tell you.
A guest asks, "Can I have a late check-out?" You reply:
No way.
I will check and let you know.
Why do you need that?
Leave by 10 AM.
When answering the phone at the front desk, you say:
What do you want?
Hello! How can I assist you?
Wait a minute.
Why are you calling?
A guest says, "I am allergic to peanuts." You reply:
Try a peanut dish.
Thank you for telling us. I will make a note for the chef.
We don't have any other options.
Eat at your own risk.
What do you say when you take a drink order?
What do you want?
Can I get you something to drink?
Drink fast.
Hurry up!
A guest asks, "Do you have any vegetarian options?" You say:
We only serve meat.
Yes, we have a few vegetarian dishes.
I don't care.
Eat somewhere else.
How do you respond when a guest asks for a recommendation?
Everything is bad.
I recommend our chef's special.
Choose on your own.
I don't eat here.
The proper way to ask if a guest has finished eating is:
Are you done yet?
Is everything okay, or may I clear the plates?
Why are you taking so long?
Hurry up!
When a guest requests extra towels, you say:
We don't have any.
Of course, I'll bring them to your room shortly.
Get them yourself.
Why do you need more?
What do you say if a guest complains about a dirty room?
It's not my problem.
I apologize. I will send someone to clean it right away.
Deal with it.
Clean it yourself.
A guest asks for help with the air conditioner. You reply:
I can't help.
I will send maintenance to assist you.
It's broken, sorry.
Don't touch it.
How do you politely ask a guest if you can clean their room?
I need to clean now.
May I clean your room now, or is there a better time?
Leave so I can work.
Hurry up and move.
If a guest asks, "Can you change the sheets, please?" you should say:
No, I'm busy.
Of course, I'll do that right away.
Do it yourself.
Why do you want new sheets?
If a guest wants to know about nearby attractions, you say:
I don't know anything.
Here is a brochure of local attractions.
Find them yourself.
I don't care.
A guest asks, "Can you arrange an airport taxi for me?" You reply:
We don't provide taxis.
Of course. What time do you need it?
Take the bus instead.
That's not possible.
When a guest asks for a wake-up call, you say:
Wake up on your own.
What time would you like your wake-up call?
Set an alarm yourself.
It's not my job.
How do you respond if a guest says, "The Wi-Fi is not working"?
That's your problem.
I will reset it and let you know if it works.
Use your phone's data.
We don't care.
If a guest asks, "Where is the hotel gym?" you reply:
We don't have one.
It's on the third floor, near the pool.
Find it yourself.
Don't bother me.
When you ask a guest, "How is your meal?" you expect them to:
Tell me about your problems.
Give feedback about the food.
Ignore you.
Complain only.
If a guest asks for the dessert menu, you say:
We don't have desserts.
Here is our dessert menu. Enjoy!
Don't eat sweets.
Desserts are bad.
A guest says, "This dish is too salty." You should respond:
That's your problem.
I'm sorry. Would you like something else?
Add more salt.
Just eat it.
How do you ask a guest if they are ready to order?
Order now!
Are you ready to order, or would you like more time?
Hurry up!
Choose quickly.
If a guest says, "I'd like to split the bill," you say:
We don't do that.
Of course. How would you like it split?
Pay all at once.
It's not allowed.
A guest asks for extra pillows. You say:
No, we don't have any.
Certainly, I'll bring them to your room.
Get them yourself.
Why do you want more pillows?
If a guest says, "The shower is leaking," you reply:
Deal with it.
I will inform maintenance right away.
Use less water.
It's not important.
How do you offer to help a guest with luggage?
Carry it yourself.
May I assist you with your luggage?
I don't want to help.
You're on your own.
A guest asks where to leave dirty towels. You say:
Leave them anywhere.
Please leave them in the bathroom.
Throw them outside.
We don't wash towels.
When you knock on a door to clean, you should say:
Open up!
Housekeeping! May I come in?
Get out of the way.
I need to clean now.
Match these questions
"Can you book a taxi for me?"
Certainly, I’ll book a taxi right away.
"Where is the nearest restroom?"
The restroom is down the hall
"I’d like to order room service."
I’ll connect you with room service
"The Wi-Fi is not working."
I’ll reset the Wi-Fi. Please try again
"Can I get an extra blanket?"
Of course, I’ll bring an extra blanket
Match the following
"What time does breakfast start?"
Breakfast starts at 6:30 AM
"My room key isn’t working."
Please visit the front desk, we’ll help
"Where can I find the gym?"
It’s on the third floor, next to pool
"Is there a vegetarian menu?"
Yes, we have vegetarian option available
"Can you clean my room now?"
"Sure, I’ll send someone from HK
"________ morning! Welcome to our hotel. How can I assist you today?"
"I’ll need your ID and credit card to complete the ________."
"Your room is located on the ________ floor. The elevator is to your right."
"Please let us know if you need any ________ during your stay."
"Can I get you something to drink while you look at the ________?"
"Our special today is grilled salmon with a side of ________."
"How would you like your steak cooked? Rare, medium, or ________?"
"I’m here to ________ your room. Would you like me to come back later?"
"We offer laundry services. You can find the laundry bag in the ________."
"If you need extra pillows or blankets, just call the ________ desk."
