Page 17 - English (107) for hospitality 2021-22

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

4) The front desk staff should isolate the guest who
has the problem so that ……

(a) you can offer him a private bribe.
(b) other guests won’t interfere.
(c) you and other coworkers can shut the guest up
(d) other guests won't overhear.

5) Using the guest name who has the complaint frequently
while conversing with him is a good way to………….

(a) diminish the guest’s self-image.
(b) shut the guest up.
(c) boost up the guest’s self-esteem.
(d) stop the guest from escalating the problem.

II: True or False: Read each statement carefully and then
decide whether it is true or false.

1) The front office staff should set an exact time for
completion of corrective actions.

2) The front office staff should argue a lot with the
guest.

3) The front office staff should monitor the progress of
the corrective action.

4) The front office staff should keep the guest who has
the complaint waiting until he is finished with new
guests.

5) The front office staff should give the guest his
undivided attention

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