PRE-TEST-CRITICAL THINKNING
Quiz by MIRIAM VALENCIANO
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- Q1
1. How should you handle a situation where a guest has left personal items in their room after checkout?
Throw the items away
Keep the items for yourself
Inform your supervisor immediately
Ignore the items
30s - Q2
2. What should you do if a guest reports a complaint about their room cleanliness?
Ask them to leave the hotel
Tell them it's not your responsibility
Ignore the complaint
Apologize and offer a solution
45s - Q3
3. A guest at a hotel complains that their room is too noisy due to construction nearby. What should you do?
Offer the guest earplugs and leave it at that
Ignore the complaint and hope the noise stops
Offer to move the guest to a different room
Tell the guest there's nothing you can do about it
45s - Q4
4. A customer at a restaurant complains that their meal is taking too long to be served. How should you handle this?
Apologize for the delay and offer a complimentary appetizer
Ignore the complaint and hope the customer doesn't complain further
Tell the customer they should have ordered something else
Offer the customer a discount on their bill
45s - Q5
5. A customer complains that their drink is too expensive. How should you handle this?
Tell the customer that's the price and there's nothing you can do
Explain the pricing and offer a more budget-friendly option
Apologize and offer a discount on the drink
Ignore the complaint and continue serving other customers
45s - Q6
6. A customer complains that the music is too loud. How should you handle this?
Offer the customer a discount on their bill
Dot not apologize, and tell the customer that it is a bar ambiance after all
Offer the customer for a quieter area or VIP room
Ignore the complaint and continue with the current volume
45s - Q7
7. SCENARIO: You work as a valet attendant at a prestigious hotel. A guest approaches you angrily, claiming that their car was scratched while it was in your care. How do you handle this complaint?
Ignore the guest's complaint and offer them a complimentary service to distract them.
Apologize sincerely and assure the guest that you will investigate the matter promptly.
Call your immediate supervisor to handle the situation.
Deny any wrongdoing and suggest that the scratch might have already been there
45s - Q8
8. After apologizing, what is the next step?
Take down the guest's contact information and promise to follow up with them after investigating the incident.
Provide the guests with advise to next time, park properly.
Tell the guest that they're overreacting and should calm down.
Blame another staff member for the scratch to alleviate responsibility.
45s - Q9
9. How do you communicate the resolution to the guest?
Avoid confronting the guest and hope they forget about the complaint.
Offer the guest other hotel options.
Blame the guest for not inspecting their car properly before leaving it with the valet service.
Personally apologize to the guest, explain what happened, and assure them that steps will be taken to prevent similar incidents in the future.
30s - Q10
10. After resolving the complaint, what should you do to ensure guest satisfaction?
Follow up with the guest to ensure they're satisfied with the resolution and offer additional compensation if necessary.
Inform your colleagues about the incident and laugh it off.
Ignore the guest's feedback and move on to the next task
Inform the guests to have a good day and safe travel.
45s