Explaination Text PH

During a busy check-in time, Sarah notices that a guest is looking frustrated because they have been waiting for a long time. What should Sarah do to effectively communicate with the guest?

• Ignore the guest and continue with her work.

• • Tell the guest to be patient and wait for their turn.

• • Acknowledge the guest's frustration and apologize for the wait.

• • Ask the guest to leave if they are unhappy.

Tom is at the front desk when a guest arrives with a reservation but cannot find their confirmation email. What is the best way for Tom to solve this problem?

• • Search the system for the guest's reservation using their name.

• • Suggest the guest book a new room instead.

• • Tell the guest they cannot check in without the email.

• • Ask the guest to leave and come back with the email.

Emily is checking in a guest and needs to ensure all details are correct. What should she pay attention to during the check-in process?

• 
  The guest's favorite color.

• • The guest's social media accounts.

• The guest's travel history.

• • The guest's name, reservation dates, and room type.

During check-in, a guest expresses that they are in a hurry and need to get to a meeting soon. How should the front desk staff manage their time effectively?

• • Suggest the guest find another hotel.

• • Quickly process the check-in and provide the room key.

• • Ask the guest to wait while they finish another task.

• • Take their time to explain all hotel amenities.

A guest at the hotel is unhappy because their room is not what they expected. How should the front desk staff handle this conflict?

• Tell the guest they are wrong about their expectations.

  
  

• 
  Ask the guest to leave the hotel.

• 
  Ignore the guest and continue with other tasks.

• • Listen to the guest's concerns and offer a room change if possible.

Reorder the following the steps in Making a Bed in the correct order by dragging them into the right sequence.

• Tuck in the corners of the bed sheet.

• Spread the bottom sheet evenly on the mattress.

• Place the duvet or blanket on top.

• Arrange pillows and final touches.

Reorder the Steps in Handling Guest into the correct order.

• Confirm the guest’s reservation details.

• Offer assistance with luggage if necessary

• Ask for identification and payment details.

• Greet the guest with a warm welcome.

• Provide the room key and explain hotel facilities.

Can you ​ ​​ (a)   what time we ​ (b)   to be at school on the day of the trip?​

• clarify
• need
• know
• inquiry

Maria is ​​ ​​ (a)   a brochure about a summer camp. She ​ ​ ​ (b)   to summarize the main activities offered at the camp.

• reading
• wants
• asking
• likes

Tom ​ (a)   at a library and sees a sign about a new book club. He ​ ​ (b)   the librarian and asks, "Could you ​​ (c)   more details about when the book club meets?"

• is
• approaches
• provide
• are
• sees
• select