Hotel Guest Complaints! Trivia Facts And Questions! Quiz

2.

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

Mechanical
Attitudinal
Service-related
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.

Rate this question:

3.

Determine the type of complaint: “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?" 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.

Rate this question:

1

4.

Determine the type of complaint: “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!" 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.

Rate this question:

5.

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

Mechanical
Attitudinal
Service-related
Unusual.

Correct Answer

A. 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.

Rate this question:

6.

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 else.
Isolate the guest if possible, so that other guests 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

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.

Rate this question:

1

7.

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 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.

Rate this question:

8.

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 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.

Rate this question:

9.

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?

Guest perception graph
Log book
Guest perception detail
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.

Rate this question:

10.

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

Correct Answer(s)

A. Service-related complaints
A. 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.

Rate this question:

1

Hotel Guest Complaints! Trivia Facts And Questions! Quiz

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

Quiz Preview

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

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

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

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

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

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 do front desk agents use to track maintenance problems reported by guests to staff?

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