Hotel: Handling Guest Complaints! Trivia Questions Quiz

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Hotel: Handling Guest Complaints! Trivia Questions Quiz

If you work in a hotel. you know that handling guest complaints is one thing that you should do perfectly so as to ensure maximum customer satisfaction so that you get repeated guests. Do you know the different guidelines you can use? Take up the quiz below and get some new tricks you can use to solve customer issues in your hotel.


Questions and Answers
  • 1. 
    What type of complaints do guests make when they feel they’ve been mistreated by the hotel staff?
    • A. 

      Service-related complaints

    • B. 

      Unusual complaints

    • C. 

      Mechanical complaints

    • D. 

      Attitudinal complaints

  • 2. 
    Which of the following do front desk agents use to track maintenance problems reported by guests to staff?
    • A. 

      Repair orders

    • B. 

      Room inventories

    • C. 

      The front desk information directory

    • D. 

      The front office transaction file

  • 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?
    • A. 

      Reader boards

    • B. 

      Information directories

    • C. 

      Transaction files

    • D. 

      Reservation reports

  • 4. 
    Which of the following is not a guideline for handling guest complaints professionally?
    • A. 

      Concentrate on the problem, not on placing blame.

    • B. 

      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.

    • C. 

      Monitor the progress of the corrective action, even if the complaint was resolved by someone eles.

    • D. 

      Isolate the guest if possible, so that other guest won’t overhear.

  • 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?
    • A. 

      Guest perception graph

    • B. 

      Log book

    • C. 

      Guest perception detail

    • D. 

      Both a and b

  • 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?”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual

  • 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!”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual

  • 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.”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual