Hotel: Handling Guest Complaints! Trivia Questions Quiz

1. 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

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.

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.

2. 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

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.

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.

3. 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

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.

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.

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

Concentrate on the problem, not on placing blame.

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.

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.

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.

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

Service-related complaints

Unusual complaints

Mechanical complaints

Attitudinal complaints

When guests feel mistreated by hotel staff, they are likely to make attitudinal complaints. These complaints are related to the behavior, attitude, or demeanor of the hotel staff. It could include instances where the staff is rude, unhelpful, or disrespectful towards the guests. Attitudinal complaints focus on the interpersonal interactions between the guests and the staff, highlighting the negative experiences caused by the staff's attitude.

Explanation

When guests feel mistreated by hotel staff, they are likely to make attitudinal complaints. These complaints are related to the behavior, attitude, or demeanor of the hotel staff. It could include instances where the staff is rude, unhelpful, or disrespectful towards the guests. Attitudinal complaints focus on the interpersonal interactions between the guests and the staff, highlighting the negative experiences caused by the staff's attitude.

6. 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

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.

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.

7. 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

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.

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.

8. 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

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.

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.