Hotel Guest Complaints! Trivia Facts And Questions! Quiz

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Hotel Guest Complaints! Trivia Facts And Questions! Quiz - 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

    Correct Answer(s)
    A. Service-related complaints
    D. Attitudinal complaints
    Explanation
    When guests feel mistreated by hotel staff, they are likely to make service-related complaints. This could include issues with the quality of service, such as rude or unhelpful staff, long wait times, or poor communication. Additionally, guests may also make attitudinal complaints, which involve the behavior and attitude of the hotel staff towards them. This could include instances of disrespect, discrimination, or unprofessionalism. Both service-related and attitudinal complaints are common when guests feel mistreated by the hotel staff.

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  • 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

    Correct Answer
    D. 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 records of all transactions and interactions between guests and the front desk, including any reports of maintenance issues. By referring to this file, front desk agents can easily track and follow up on maintenance problems, ensuring that they are addressed promptly and efficiently.

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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?

    • A.

      Reader boards

    • B.

      Information directories

    • C.

      Transaction files

    • D.

      Reservation reports

    Correct Answer
    C. Transaction files
    Explanation
    Transaction files could help Alonso identify complaints because they contain records of all the transactions that have taken place at the motel. By analyzing these files, Alonso can track any complaints made by guests during their stay, such as issues with room service, cleanliness, or amenities. This information can help him identify patterns or recurring problems that may be causing the drop in return guests.

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  • 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.

    Correct Answer
    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.
    Explanation
    Taking notes during a guest complaint is an important part of handling the situation professionally. It shows that the staff is actively listening and taking the complaint seriously. It allows for accurate documentation of the issue and helps in finding a suitable solution. Not taking notes until after the guest is finished may lead to forgetting important details and can give the impression that the staff is not concerned about resolving the problem. Therefore, it is not a guideline for handling guest complaints professionally.

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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 he most likely to include?

    • A.

      Guest perception graph

    • B.

      Log book

    • C.

      Guest perception detail

    • D.

      Both a and b

    Correct Answer
    A. Guest perception graph
    Explanation
    Benedict, as a front office manager, wants to provide information in a format that is easy to understand and communicate quickly. A guest perception graph would be the most suitable option for achieving this goal. A graph can visually represent the data from guest responses, allowing for a quick and easy understanding of the overall guest perception. This format would be more effective than a log book or guest perception detail, which may be more time-consuming to analyze and comprehend. Therefore, Benedict is most likely to include a guest perception graph in his report.

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  • 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.

    Correct Answer
    C. Service-related
    Explanation
    The complaint "Why isn't there a bellperson to help me with my luggage?" suggests that the person is expecting assistance with their luggage, which is a service typically provided by a bellperson. Therefore, the complaint is related to the quality or availability of the service provided, making it service-related.

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  • 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.

    Correct Answer
    D. Unusual.
    Explanation
    The complaint "I can't believe that there isn't a bus stop anywhere near the hotel" is categorized as unusual because it expresses surprise or disbelief about the lack of a bus stop near the hotel. It does not fall under the categories of mechanical, attitudinal, or service-related complaints, as it does not pertain to any specific issue with the hotel or its services.

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  • 8. 

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

    • A.

      Mechanical

    • B.

      Attitudinal

    • C.

      Service-related

    • D.

      Unusual.

    Correct Answer
    B. Attitudinal
    Explanation
    The complaint "That front desk agent was snippy with me!" suggests that the issue is related to the attitude of the front desk agent. The word "snippy" implies that the agent was rude or impolite, which falls under the category of attitudinal complaints.

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  • 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.

    Correct Answer
    C. Service-related
    Explanation
    The complaint "I've called three times now to ask for extra towels" indicates that the person is dissatisfied with the service provided by the company. They have made multiple attempts to request extra towels, suggesting that the service is not meeting their needs. Therefore, the correct answer is service-related.

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  • 10. 

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

    • A.

      Mechanical

    • B.

      Attitudinal

    • C.

      Service-related

    • D.

      Unusual.

    Correct Answer
    A. Mechanical
    Explanation
    The given complaint, "The ice machine is leaking all over the floor," indicates a mechanical issue with the ice machine. The complaint suggests that there is a problem with the machine's functionality or parts, which is causing it to leak water onto the floor. This type of issue would fall under the mechanical category, as it pertains to the physical functioning of the machine.

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