Page 16 - English (107) for hospitality 2021-22

English for Tourism & Hospitality (107) by Prof. Adel AlSheikh

I MCQ: Answer the following questions by
choosing the letter that best expresses the
correct response.

1) The proper order in handling the guest complaints are
(a) Listen –> Apologise –>Empathise–> Take action –
> Follow up.
(b) Listen –> Empathise –> Apologise –> Take action
–> Follow up.
(c) Listen –> Take action–> Empathise –> Apologise –
>Follow up.
(d) Take action –> Listen –> Empathise –> Apologise
–>Follow up.

2) Taking notes means that the front desk should…….
(a) ask the guest to calm down.
(b) write down what the guest says.
(c) offer the guest a drink.
(d) ask the guest to shut up.

3) The follow up stage ensures that the problem is……
(a) satisfactorily resolved.
(b) forgotten by the guest.
(c) not escalated to be very serious.
(d) temporarily resolved.

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