What is the best way to greet a guest upon arrival?
Hotel Conversation Skills Assessment

Quiz
•
English
•
12th Grade
•
Hard
Edi Junaedi
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Greet with a warm smile and say 'Welcome!' or 'Hello!'
Ignore the guest and continue working.
Ask the guest for their ID before greeting them.
Point them to the nearest restroom without speaking.
2.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
How can you demonstrate active listening when a guest expresses a concern?
Maintain eye contact, nod, repeat back their concern, ask clarifying questions, and express empathy.
Change the subject to something unrelated.
Ignore the guest and continue working.
Dismiss their concern as unimportant.
3.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
If a guest is unhappy with their room, what steps would you take to resolve the issue?
Tell the guest that nothing can be done about it.
Suggest that they should have booked a different hotel.
Ignore the guest and continue with other tasks.
Listen to the guest, apologize, offer a room change or alternative solutions, and ensure their satisfaction.
4.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Why is it important to use polite language when communicating with guests from different cultures?
Guests prefer direct and blunt communication styles.
Using casual language is more effective for communication.
It is important to use polite language to foster respect, avoid misunderstandings, and show appreciation for cultural differences.
Polite language is unnecessary in business settings.
5.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
How would you handle a situation where a guest is arguing about a charge on their bill?
Listen to the guest, review the bill, explain the charge, and correct any errors if necessary.
Apologize and offer a discount without reviewing the bill.
Ignore the guest and move on to the next customer.
Tell the guest that the charge is final and cannot be changed.
6.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
What should you do if a guest requests a special accommodation that is not typically offered?
Politely inform the guest that it is not possible and suggest alternatives.
Ignore the request and continue with your work.
Tell the guest that they should have planned better.
Agree to the request without checking if it can be accommodated.
7.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
How can you ensure that a guest feels valued during their stay?
By avoiding personal interactions to maintain professionalism.
By remembering their name and preferences, and checking in on them regularly.
By providing them with the minimum service required.
By only speaking to them when they approach you.
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