A guest asks about your restaurant's specialty. You say:
"Food here good."
"Our signature dishis the grilled salmon with truffle sauce—would you like to try it?"
"We have many foods."
"Our signature dishis the grilled salmon with truffle sauce but it's not that good to be honest.
A guest says they have an allergy. How do you respond?
"No problem."
"Thank you for informing us. I'll alert the chef to avoid cross-contamination."
"Thank you for informing us. I'll tell the chef to wash his hands."
"Allergies? Really? So weak!"
What is 七分熟?
"Medium Rare"
Medium Good
Medium Well Done
Medium Congratulations
The first stepin the 4-Step Golden Rules for complaints is:
Offer free drinks
Listen & empathize
Call the manager immediately
Blame housekeeping
A guest arrives. What's the best welcomephrase?
"Name?"
"Welcometo Qingdao Pearl Mountain Hotel, How may I assist you today?"
"You wanna check in?"
"Welcome to China!
A guest's room key isn't working. The professionalresponse is:
"I sincerely apologize for the inconvenience. Can I recode your key immediately?"
I sincerely apologize for the inconvenience. May I recode your key immediately?"
"I sincerely apologize for the inconvenience. May I walk away now ?
"Not my job."
The third stepin complaint handling is:
Ignore the issue
Argue politely
Give a discount without asking
Offer solutions
A guest asks for extra towels. You say:
"Take yourself."
"Would you like me to bring them to your room now?"
"Towels cost extra."
"We do not have?"
A guest complains about noisy neighbors. You don't:
Let me contact security to address this
All guests are loud.
I apologize for the disturbance.
May Imove you to a quieter room
How do you politely interrupt a guest speaking too fast?
"Stop. Slow."
"I don't understand."
Would you mind repeating that more slowly, please?"
"Say again."
A guest wants to know if breakfast is included. You say:
"Maybe."
"Pay first."
"May Icheck your reservation details to confirm?"
Hell no
The fourth stepin complaint handling is:
Follow up and Improvement
Follow up & keep following them
Complain about the guest
Offer unrealistic promises
A guest asks for a medium-well done steak. You confirm:
"Red inside okay?"
"Just to confirm: medium-well?"
All steaks same."
"No changes allowed."
A guest looks lost. You offer help with:
"Go left."
"Would you like directions to the [place]?"
"Not my problem."
"Maps on your phone."
A guest says, "The Wi-Fi isn't working!" You first:
"sorry, the Wi-Fi is bad here."
Thank you for bringing this to our attention, we'll have someone take a look for you"
" Thank you for bringing this to our attention, but just use your data."
" Thank you for bringing this to our attention, but technology always breaks."
Fill in the blank: Check-out time is at _____ .
the afternoon
the twilight
0.08333333333333333
0.5833333333333334
Fill in the blank: _____ I help you with your luggage?
May
Do
Would
Might
A guest asks about late check-out. You respond:
"No."
"May I check availability for you?"
"Pay extra money."
"Leave now."
A guest thanks you. You say:
"Okay."
"My pleasure! Is there anything else I can assist with?"
"Finally."
"Bye."
The key phraseto show empathy during complaints is:
"Not my fault."
“I get that you're upset”
"I understand your anguish."
"I understand your frustration."