Hotel: Handling Guest Complaints! Trivia Questions Quiz

2.

Which of the following do front desk agents use to track maintenance problems reported by guests to staff?

Repair orders
Room inventories
The front desk information directory
The front office transaction file

Correct Answer

A. The front office transaction file

Explanation

Front desk agents use the front office transaction file to track maintenance problems reported by guests to staff. This file contains all the information related to guest transactions and interactions, including any reports of maintenance issues. It allows front desk agents to easily access and update the status of these problems, ensuring that they are properly addressed and resolved in a timely manner. Repair orders, room inventories, and the front desk information directory may contain relevant information, but the front office transaction file is specifically designed for tracking and managing such issues.

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3.

Alonso is the general manager of the Fresh Springs Motel. The number of return guests has been dropping lately and Alonso is trying to figure out why. Currently, he does not do anything to track guest complaints. Which of the following items could help Alonso identify complaints?

Reader boards
Information directories
Transaction files
Reservation reports

Correct Answer

A. Transaction files

Explanation

Transaction files could help Alonso identify complaints because they contain records of all guest transactions, including any complaints or issues that may have been reported by guests during their stay. By reviewing these files, Alonso can identify patterns or trends in guest complaints and take appropriate actions to address them, ultimately improving guest satisfaction and increasing the number of return guests.

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4.

Which of the following is not a guideline for handling guest complaints professionally?

Concentrate on the problem, not on placing blame.
Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem.
Monitor the progress of the corrective action, even if the complaint was resolved by someone eles.
Isolate the guest if possible, so that other guest won’t overhear.

Correct Answer

A. Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem.

Explanation

The correct answer is "Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem." This guideline is not recommended because taking notes during the guest's complaint shows that you are actively listening and taking their concerns seriously. It also helps in accurately documenting the details of the complaint, which can be useful for future reference or resolving the issue effectively.

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5.

Benedict, a front office manager, is preparing a report for the general manager based on his analysis of guest responses to comment cards. He wants to provide the information in a format that is easy to understand and will communicate information quickly. Which of the following is the most likely to include?

Guest perception graph
Log book
Guest perception detail
Both a and b

Correct Answer

A. Guest perception graph

Explanation

A guest perception graph would be the most likely to include in the report. This graph would visually represent the guest responses to comment cards, allowing for easy understanding and quick communication of information. It would provide a clear overview of the guests' perceptions, making it an effective tool for the front office manager to present to the general manager.

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6.

For questions 6 through 10, identify whether the complaint is mechanical, attitudinal, service-related, or unusual. “Why isn’t there a bellperson to help me with my luggage?”

Mechanical
Attitudinal
Service-related
Unusual

Correct Answer

A. Service-related

Explanation

The complaint "Why isn't there a bellperson to help me with my luggage?" is categorized as service-related. This is because the complaint is about the absence of a bellperson, which is a service that is expected to be provided by the establishment.

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7.

For questions 6 through 10, identify whether the complaint is mechanical, attitudinal, service-related, or unusual. “That front desk agent was snippy with me!”

Mechanical
Attitudinal
Service-related
Unusual

Correct Answer

A. Attitudinal

Explanation

The complaint "That front desk agent was snippy with me!" is categorized as attitudinal because it refers to the behavior and attitude of the front desk agent towards the customer. It suggests that the front desk agent was rude or impolite, which is an issue related to attitude rather than mechanical or service-related problems.

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8.

For questions 6 through 10, identify whether the complaint is mechanical, attitudinal, service-related, or unusual. "The ice machine is leaking all over the floor.”

Mechanical
Attitudinal
Service-related
Unusual

Correct Answer

A. Mechanical

Explanation

The correct answer is mechanical because the complaint is related to a malfunctioning or faulty ice machine that is leaking water onto the floor. This issue is likely caused by a mechanical problem with the machine's components or plumbing rather than being related to the attitude of the staff or the level of service provided.

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Hotel: Handling Guest Complaints! Trivia Questions Quiz

What type of complaints do guests make when they feel they’ve been mistreated by the hotel staff?

Quiz Preview

Which of the following do front desk agents use to track maintenance problems reported by guests to staff?

Alonso is the general manager of the Fresh Springs Motel. The number of return guests has been dropping lately and Alonso is trying to figure out why. Currently, he does not do anything to track guest complaints. Which of the following items could help Alonso identify complaints?

Which of the following is not a guideline for handling guest complaints professionally?

For questions 6 through 10, identify whether the complaint is mechanical, attitudinal, service-related, or unusual. “Why isn’t there a bellperson to help me with my luggage?”

For questions 6 through 10, identify whether the complaint is mechanical, attitudinal, service-related, or unusual. “That front desk agent was snippy with me!”

For questions 6 through 10, identify whether the complaint is mechanical, attitudinal, service-related, or unusual. "The ice machine is leaking all over the floor.”