Hotel Front-Desk Essentials Course: Complaints, service recovery and payment errors

1. Question 1 of 16

   A guest comes to the desk upset about their room. What should you do first?

   • AAsk the guest to put the complaint in writing
   • BExplain right away why it is not your fault
   • COffer a refund before you know the problem
   • DListen to the whole complaint without interrupting
   Show answer

   Answer: D. Listen to the whole complaint without interrupting

   Listening fully shows respect and helps you understand the real problem before you try to fix it.

2. Question 2 of 16

   A guest says their room was not cleaned. Which reply is best?

   • A"Housekeeping is always slow. It isn't my fault."
   • B"Please call back tomorrow morning when the manager is in. She can help you."
   • C"I'm sorry your room wasn't ready. Let me fix this right away."
   • D"Are you sure? It was on the cleaning list."
   Show answer

   Answer: C. "I'm sorry your room wasn't ready. Let me fix this right away."

   A short apology and a promise to act calm the guest. Blaming others or doubting the guest makes the problem worse.

3. Question 3 of 16

   A guest asks for something you are not allowed to give, such as a refund for the whole stay. What should you do?

   • ATell them you'll get the manager on duty, and stay with them
   • BTell the guest to write to head office, because you cannot help with refunds
   • CSay no and walk away from the desk
   • DGive the full refund right away so the complaint ends quickly
   Show answer

   Answer: A. Tell them you'll get the manager on duty, and stay with them

   Know your authority limits. When a request is above them, bring in the manager on duty and stay polite and helpful in the meantime.

4. Question 4 of 16

   A guest asks where the spa is, but the spa is run by another company. Which reply is best?

   • A"Let me find out for you."
   • B"I have no idea. Try asking someone else."
   • C"You'll have to look it up yourself."
   • D"That's not my department."
   Show answer

   Answer: A. "Let me find out for you."

   Guests see the hotel as one team. Offering to find the answer is good service even when another department or company is involved.

5. Question 5 of 16

   At 11 p.m. a guest calls about loud music from the room next door. What is the best response?

   • ATell the guest to call the police themselves if the music doesn't stop
   • BWait to see if the music stops by morning
   • CTell the guest to bang on the wall
   • DThank them, contact the noisy room as policy says and call back
   Show answer

   Answer: D. Thank them, contact the noisy room as policy says and call back

   Follow the hotel's noise policy, which may involve security. Calling the guest back shows the complaint was handled.

6. Question 6 of 16

   A guest's card is declined at check-in, and other guests are waiting in line. What should you do?

   • ACut the card in half and hand it back
   • BCancel the reservation without telling the guest, then ask them to leave
   • CTell the guest quietly and privately, and ask for another way to pay
   • DAnnounce that the card was declined so that the guest understands the delay
   Show answer

   Answer: C. Tell the guest quietly and privately, and ask for another way to pay

   A declined card can be embarrassing. Speak quietly, avoid blame and ask for another payment method.

7. Question 7 of 16

   A guest's online banking shows a $600 pending amount from check-in and a $447 final charge. What is the most likely explanation?

   • AThe $600 is a deposit the hotel keeps in case of damage found after check-out
   • BThe $600 is the hold, which is released; only $447 is billed
   • CThe guest was charged twice and must be refunded the full $447 right away
   • DThe guest owes $1,047 for the stay
   Show answer

   Answer: B. The $600 is the hold, which is released; only $447 is billed

   The pending amount is the pre-authorization hold. The hotel bills only the final charge. The card issuer controls how long the hold takes to disappear.

8. Question 8 of 16

   Look at the folio. The guest's reservation shows $169 for every night. Which line is wrong?

   Date	Description	Amount
   Oct 14	Room, king, nightly rate	$169.00
   Oct 15	Room, king, nightly rate	$169.00
   Oct 15	Restaurant, charged to room	$42.50
   Oct 15	Minibar	$18.00
   Oct 16	Room, king, nightly rate	$189.00

   • AThe October 16 room charge of $189
   • BThe October 14 room charge of $169
   • CThe October 15 minibar charge
   • DThe October 15 restaurant charge
   Show answer

   Answer: A. The October 16 room charge of $189

   The booked rate is $169 for all three nights, so the $189 charge on October 16 does not match the reservation.

9. Question 9 of 16

   Look at the folio. After the October 16 room charge is corrected to $169, what is the total room charge?

   Date	Description	Amount
   Oct 14	Room, king, nightly rate	$169.00
   Oct 15	Room, king, nightly rate	$169.00
   Oct 15	Restaurant, charged to room	$42.50
   Oct 15	Minibar	$18.00
   Oct 16	Room, king, nightly rate	$189.00

   • A$507
   • B$545
   • C$338
   • D$527
   Show answer

   Answer: A. $507

   3 nights × $169 = $507. ($527 is the total before the correction.)

10. Question 10 of 16

    Look at the folio. After the room correction, the guest agrees the restaurant and minibar charges are correct. What is the total folio, before taxes?

    Date	Description	Amount
    Oct 14	Room, king, nightly rate	$169.00
    Oct 15	Room, king, nightly rate	$169.00
    Oct 15	Restaurant, charged to room	$42.50
    Oct 15	Minibar	$18.00
    Oct 16	Room, king, nightly rate	$189.00

    • A$525.00
    • B$567.50
    • C$549.50
    • D$587.50
    Show answer

    Answer: B. $567.50

    Room $507 + restaurant $42.50 + minibar $18.00 = $567.50.

11. Question 11 of 16

    Look at the folio. The guest says they never used the minibar. What is the best action?

    Date	Description	Amount
    Oct 14	Room, king, nightly rate	$169.00
    Oct 15	Room, king, nightly rate	$169.00
    Oct 15	Restaurant, charged to room	$42.50
    Oct 15	Minibar	$18.00
    Oct 16	Room, king, nightly rate	$189.00

    • AAsk the guest to prove they did not use the minibar
    • BRemove every extra charge from the folio so the guest leaves happy and calm
    • CTell the guest minibar charges can never be removed
    • DApologize, check the minibar record and fix the charge if it was wrong
    Show answer

    Answer: D. Apologize, check the minibar record and fix the charge if it was wrong

    Check the facts and correct real mistakes within your authority. Do not argue, and do not remove charges that are not in question.

12. Question 12 of 16

    Listen. What is the guest's complaint?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Grace: Excuse me. I asked for a quiet room, but my room is right beside the elevator. I couldn't sleep at all last night.
    Luis: I'm very sorry you didn't sleep well. That's not the stay we want for you. I can move you today to a room at the end of the hall on a higher floor. Would that work?
    Grace: Yes, that would be much better.
    Luis: Great. It will be ready by noon, and I'll send someone to help with your bags.

    • AHer room is beside the elevator, so she couldn't sleep
    • BShe was charged for a more expensive room type than she booked
    • CThe air conditioning in her room is broken
    • DHer room was not cleaned when she arrived
    Show answer

    Answer: A. Her room is beside the elevator, so she couldn't sleep

    Grace asked for a quiet room, but her room is right beside the elevator, and she couldn't sleep.

    Transcript

    Grace: Excuse me. I asked for a quiet room, but my room is right beside the elevator. I couldn't sleep at all last night.
    Luis: I'm very sorry you didn't sleep well. That's not the stay we want for you. I can move you today to a room at the end of the hall on a higher floor. Would that work?
    Grace: Yes, that would be much better.
    Luis: Great. It will be ready by noon, and I'll send someone to help with your bags.

13. Question 13 of 16

    Listen. What solution does the agent offer?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Grace: Excuse me. I asked for a quiet room, but my room is right beside the elevator. I couldn't sleep at all last night.
    Luis: I'm very sorry you didn't sleep well. That's not the stay we want for you. I can move you today to a room at the end of the hall on a higher floor. Would that work?
    Grace: Yes, that would be much better.
    Luis: Great. It will be ready by noon, and I'll send someone to help with your bags.

    • AA room at the end of the hall on a higher floor
    • BEarplugs and a white-noise machine for tonight
    • CA free night on her next visit to the hotel
    • DA refund for last night
    Show answer

    Answer: A. A room at the end of the hall on a higher floor

    Luis offers to move her today to a room at the end of the hall on a higher floor.

    Transcript

    Grace: Excuse me. I asked for a quiet room, but my room is right beside the elevator. I couldn't sleep at all last night.
    Luis: I'm very sorry you didn't sleep well. That's not the stay we want for you. I can move you today to a room at the end of the hall on a higher floor. Would that work?
    Grace: Yes, that would be much better.
    Luis: Great. It will be ready by noon, and I'll send someone to help with your bags.

14. Question 14 of 16

    Listen. What does the agent do before he offers a solution?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Grace: Excuse me. I asked for a quiet room, but my room is right beside the elevator. I couldn't sleep at all last night.
    Luis: I'm very sorry you didn't sleep well. That's not the stay we want for you. I can move you today to a room at the end of the hall on a higher floor. Would that work?
    Grace: Yes, that would be much better.
    Luis: Great. It will be ready by noon, and I'll send someone to help with your bags.

    • AHe explains why the elevator is noisy
    • BHe asks her to fill in a written complaint form first
    • CHe checks if she booked a quiet room
    • DHe apologizes and shows he understands
    Show answer

    Answer: D. He apologizes and shows he understands

    Luis says he is very sorry and that it is not the stay they want for her. Apologizing and showing empathy comes before the fix.

    Transcript

    Grace: Excuse me. I asked for a quiet room, but my room is right beside the elevator. I couldn't sleep at all last night.
    Luis: I'm very sorry you didn't sleep well. That's not the stay we want for you. I can move you today to a room at the end of the hall on a higher floor. Would that work?
    Grace: Yes, that would be much better.
    Luis: Great. It will be ready by noon, and I'll send someone to help with your bags.

15. Question 15 of 16

    Listen. Why does the guest say the parking charge is wrong?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Omar: I just checked my bill. I was charged for parking, but I don't have a car. I came by taxi.
    Chloe: Thank you for pointing that out. Let me look at your folio. Yes, I see a parking charge of twenty-five dollars on the fourteenth. I'm sorry for the mistake.
    Chloe: I'll remove it now and print you a corrected copy.

    • AHe does not have a car and came by taxi
    • BHe parked on the street, not at the hotel
    • CParking should be included in his rate
    • DHe was charged for two nights of parking
    Show answer

    Answer: A. He does not have a car and came by taxi

    Omar says he doesn't have a car and came by taxi, so he could not have used the parking.

    Transcript

    Omar: I just checked my bill. I was charged for parking, but I don't have a car. I came by taxi.
    Chloe: Thank you for pointing that out. Let me look at your folio. Yes, I see a parking charge of twenty-five dollars on the fourteenth. I'm sorry for the mistake.
    Chloe: I'll remove it now and print you a corrected copy.

16. Question 16 of 16

    Listen. How much will the agent remove from the bill?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Omar: I just checked my bill. I was charged for parking, but I don't have a car. I came by taxi.
    Chloe: Thank you for pointing that out. Let me look at your folio. Yes, I see a parking charge of twenty-five dollars on the fourteenth. I'm sorry for the mistake.
    Chloe: I'll remove it now and print you a corrected copy.

    • A$52
    • B$40
    • C$14
    • D$25
    Show answer

    Answer: D. $25

    Chloe finds a parking charge of twenty-five dollars on the fourteenth and removes it.

    Transcript

    Omar: I just checked my bill. I was charged for parking, but I don't have a car. I came by taxi.
    Chloe: Thank you for pointing that out. Let me look at your folio. Yes, I see a parking charge of twenty-five dollars on the fourteenth. I'm sorry for the mistake.
    Chloe: I'll remove it now and print you a corrected copy.

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