Hotel Guest Complaints! Trivia Facts And Questions! Quiz

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Hotel Guest Complaints! Trivia Facts And Questions! Quiz

This trivia quiz facts and questions are designed to see just how much you know about handling the hotel guest’s complaint. It is designed to see if you have the skills needed to handle to deal with anything a client brings forward to you. Give it a try and get to review what you learn in section four of our course.


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 else.

    • D. 

      Isolate the guest if possible, so that other guests 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 he most likely to include?
    • A. 

      Guest perception graph

    • B. 

      Log book

    • C. 

      Guest perception detail

    • D. 

      Both a and b

  • 6. 
    Determine the type of complaint: “Why isn’t there a bellperson to help me with my luggage?”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual.

  • 7. 
    Determine the type of complaint: “I can’t believe that there isn’t a bus stop anywhere near the hotel.”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual.

  • 8. 
    Determine the type of complaint: “That front desk agent was snippy with me!”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual.

  • 9. 
    Determine the type of complaint: “I’ve called three times now to ask for extra towels.”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual.

  • 10. 
    Determine the type of complaint: “The ice machine is leaking all over the floor.”
    • A. 

      Mechanical

    • B. 

      Attitudinal

    • C. 

      Service-related

    • D. 

      Unusual.