Service Quality

A guest at your hotel complains that the Wi-Fi is not working in their room. How would you respond to this complaint, keeping in mind the concept of responsiveness?

• a) Tell the guest that you will inform the IT department and they will fix it as soon as possible.

• b) Immediately offer to move the guest to another room with working Wi-Fi.

• Apologize and offer the guest a complimentary drink at the hotel bar while they wait for the issue to be resolved.

• d) Both b and c.

You are working at the front desk when a guest approaches you, looking confused and lost. How can you demonstrate empathy in this situation?

• Ignore the guest and continue with your work.

• Briefly answer their question and direct them to someone else.

• Make eye contact, smile, and offer assistance in a friendly and approachable manner.

• Tell them you are busy and cannot help them at the moment.

A guest calls to make a reservation for a special occasion. How can you ensure reliability during this interaction?

• Make promises about upgrades and special amenities without confirming availability.

• Take down the reservation details quickly and end the call.

• Carefully confirm all the details of the reservation, including dates, room type, and any special requests, and repeat them back to the guest for accuracy.

• Put the guest on hold for an extended period while you look for available rooms.

A guest expresses their dissatisfaction with the cleanliness of their room. How can you demonstrate assurance in your response?

• a) Argue with the guest and insist that the room was cleaned properly.

• b) Apologize sincerely, assure the guest that you take their feedback seriously, and offer to have the room cleaned again immediately.

• c) Ignore the guest's complaint and hope they don't mention it again.

• d) Offer the guest a discount on their next stay.

A guest is checking out and mentions that they had a wonderful stay. How can you leverage this positive feedback?

• a) Thank the guest for their kind words and wish them a safe journey.

• b) Ask the guest if they would be willing to leave a review online.

• c) Offer the guest a discount on their next stay.

• d) All of the above.

A guest is having trouble with the TV in their room. You are not familiar with the specific model of TV. How can you still provide responsive service?

• Call a colleague who is more knowledgeable about the TV model

• Tell the guest you don't know how to fix it and leave the room.

• Try to fix the TV yourself, even though you are not sure how.

• Offer to move the guest to another room.

A guest is asking for directions to a nearby restaurant. You are not entirely sure of the exact location. How can you maintain reliability in this situation?

• Make up directions.

• Tell the guest you don't know how to get there.

• Consult a map or online resource

• Give the guest vague directions.

A guest is feeling unwell and asks for recommendations for a local doctor. How can you demonstrate empathy and helpfulness in this situation?

• Tell the guest you are not qualified to give medical advice.

• Provide the guest with a list of local doctors and offer to make an appointment for them.

• Tell the guest to search online for doctors.

• Ignore the guest's request.

A guest is confused about how to operate the coffee machine in their room. Which response is the most helpful and demonstrates assurance?

• "It's pretty self-explanatory, just press the button."

• "I'm not sure, I don't drink coffee."

• "Let me show you how it works, it's quite simple."

• "You can call room service for coffee."

A guest expresses disappointment that the hotel spa is closed for maintenance during their stay. What is the most empathetic response?

• "It's closed for maintenance. Nothing we can do."

• "The spa is closed. Maybe next time."

• "You should have checked before you booked."

• "We apologize for the inconvenience. Perhaps you might enjoy a complimentary drink at our bar, or we can recommend some excellent spas nearby?"