QUESTIONING TOOL

Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1. What will you do when you start to listen to guest concerns?  
2. What do you do to the complaining guest?  
Safety Questions
3. What are the reminders when communicating to the guest  
about their concern?
4. What are the precautions in taking action to the guest  
complaint?
Contingency Questions
5. What will you do if after resolving guest complaint, the guest  
is still not satisfy?
6. What will you do if after taking notes or record guest  
complaint you forgot some important details?
Job Role/Environment Questions  
7. What will you do to make the workplace safety for work?  
8. What will you do to ensure the proper maintenance and  
hygiene of guest area?
Rules and Regulations  
9. What are the policies and procedures in handling and  
receiving guest complaints?
10. What are the rules and regulations in paraphrasing guest  
complaints?
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory