Vocabulary
What does “empathy” mean?
A) Being rude to guests
B) Understanding how others feel
C) Telling someone they are wrong
B) Understanding how others feel ✅
A guest says their room is noisy. What should you do?
A) Blame the other guests
B) Offer to move the guest or reduce the noise
C) Tell them to deal with it
B) Offer to move the guest or reduce the noise ✅
Which sentence shows empathy?
A) “I understand how frustrating that must be.”
B) “It’s not my fault.”
C) “That’s not my job.”
A) “I understand how frustrating that must be.” ✅
If you can’t fix a guest’s problem, what should you do?
A) Blame another department
B) Ask a supervisor for help
C) Say it’s not your job
B) Ask a supervisor for help ✅
A guest says the TV remote doesn’t work. What is the most helpful response?
A) Bring a new remote
B) Say you’re too busy
C) Tell them to wait
A) Bring a new remote ✅
What does “compensation” mean in a hotel setting?
A) A reward for good behavior
B) Money given for tips
C) Something given to fix a problem
C) Something given to fix a problem ✅
A guest did not receive room service. What is the best action?
A) Apologize and send it right away
B) Tell them to be patient
C) Ask them to wait until tomorrow
A) Apologize and send it right away ✅
Why is body language important when listening to complaints?
A) It helps guests feel heard
B) It confuses the guest
C) It doesn’t matter
A) It helps guests feel heard ✅
If a guest has a valid complaint, what is NOT a good response?
A) Apologize
B) Ignore the problem
C) Offer a solution
B) Ignore the problem ✅
A guest asks for a late checkout but it’s not available. What do you say?
A) “Sorry, we’re full, but I can hold your bags.”
B) “No.”
C) “We don’t do that.”
A) “Sorry, we’re full, but I can hold your bags.” ✅
What is the “front desk”?
A) The hotel kitchen
B) The check-in and help area
C) The manager’s office
B) The check-in and help area ✅
A guest complains about a dirty bathroom. What should you say?
A) “Sorry, I’ll send housekeeping now.”
B) “You should have cleaned it.”
C) “There’s nothing I can do.”
A) “Sorry, I’ll send housekeeping now.” ✅
Which is the most polite way to offer help?
A) “Can I help you with anything?”
B) “You look confused.”
C) “Figure it out yourself.”
A) “Can I help you with anything?” ✅
Why should you document guest complaints?
A) For fun
B) For records and training
C) So you don’t forget
B) For records and training ✅
A guest says their room smells bad. What should you do?
A) Offer a different room or have it cleaned
B) Say all rooms smell like that
C) Ignore it
A) Offer a different room or have it cleaned ✅
A “professional tone” is:
A) Polite and respectful
B) Loud and excited
C) Fast and casual
A) Polite and respectful ✅
A family says the pool was too loud. What do you do?
A) Say you understand and offer a quieter room
B) Blame another department
C) Tell them to try another hotel
A) Say you understand and offer a quieter room ✅
Which answer shows active listening?
A) “Sorry to hear that. Can you explain more?”
B) “Whatever.”
C) “Please stop talking.”
A) “Sorry to hear that. Can you explain more?” ✅
What should you do before calling security?
A) Calmly try to resolve the issue
B) Hide
C) Shout first
A) Calmly try to resolve the issue ✅
A guest is shouting. What is the first thing you should do?
A) Yell louder
B) Call security immediately
C) Stay calm and speak gently
C) Stay calm and speak gently ✅
What does it mean to “resolve” a complaint?
A) Listen but take no action
B) End the conversation quickly
C) Find a solution to the problem
C) Find a solution to the problem ✅
A guest says they were overcharged. What’s your first step?
A) Review the charges and explain
B) Tell them the bill is correct
C) Ignore it and move on
A) Review the charges and explain ✅
When a guest is upset, you should:
A) Yell back
B) Stay calm and listen
C) Walk away
B) Stay calm and listen ✅
When offering compensation, it is best to:
A) Offer fair options and explain them
B) Say “nothing we can do”
C) Give away anything
A) Offer fair options and explain them ✅
A guest got the wrong room type. What should you offer?
A) An apology and a room change
B) A free drink only
C) Tell them to deal with it
A) An apology and a room change ✅