1) What is the meaning of attentiveness in customer service? a) noticing what guests need before they ask b) waiting until a guest complains c) avoiding eye contact with guests 2) What does a concierge usually do in a hotel? a) serve food and drinks b) manage hotel reservations c) help guests with information and local recommendations 3) Which example shows the meaning of replenish? a) emptying a shampoo bottle b) asking guests to buy more soap c) filling up a lotion bottle 4) Which response helps de-escalate a guest complaint? a) "You need to be more patient." b) "I understand your concern. Let's see what we can do." c) "You have to wait like everyone else." 5) What is a professional demeanor in hospitality? a) complaining about guests to coworkers b) acting bored and tired c) staying calm, polite, and respectful 6) A guest at the hotel front desk says, "I'm exhausted. My flight was delayed for six hours." An employee showing empathy would respond by saying: a) "That sounds very frustrating. Let me help you get checked in quickly." b) "We can't control the airlines." c) "Please provide your ID and credit card."

Vocabulary Review_Customer Relations

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