WRITTEN TEST

A. MULTIPLE CHOICE

Instruction: Encircle the letter of the correct answer:

1. A system that helps food business operators look at how they handle food and introduces
procedures to make sure the food produced is safe to eat.

A. HACCP
B. OHS
C. Food Hygiene

2. __________is a type of service provided to hotel guest who wish to enjoy the comfort of
being in their very room.

A. Food and Beverage Service

B. Room Service
C. Cocktail Service

3. The ________ Proper way of handling difficult guests in the hotel.

A. Listen to Customer, do not interrupt

B. Apologize, Offer solutions
C. All of the above

4. Who should you call when you cannot handle the irate/difficult guest?

A. Supervisor
B. COO of the hotel
C. No one, just face it alone

5. Empathy means ________ .

A. express sincere regret

B. Unfriendly approach
C. Agree to disagree

6. Appropriate action means _______.

A. Correction and proper endorsement

B. Undelivered promise
C. Thank the guest

7. The proper way listening to a guest complaint is_______.

A. Full attention is given to the complaining guest

B. Ignore and leave
C. Full attention to ignore the complain
8. The easiest way to address a guest complaint is ____.

A. Paraphrased to determine if the concern is correctly understood

B. Excuse and Blame your colleagues
C. Apologize and fired the one who assist the complaining guest

9. To prevent the guest from making a scene you should_______.

A. Recognized the persons concern immediately and action takes place

B. Documented and just leave it to the higher authorities
C. Let it be

10. Listening without interruption is simply_____.

A. Hear out the entire story or issue of concern is obtained from the guest without
butting in.
B. Just ask for the feedback
C. Keep nodding till the guest is done talking and become more furious of your action

B. TRUE OR FALSE

Instruction: Write T if the statement is true and F if the statement is false.

1. Always handle the difficult situation with guest alone.

2. Utensils and equipment should be washed thoroughly to avoid guest
complaint.
3. You should keep away from guest when complaining.
4. Make sure to pass along the situation with your supervisor to address the
concern of the guest complaint.
5. Do not apologize to the guest even if there’s a disservice.
6. Complaints are documented according to the establishment standard
procedures.
7. Appropriate action is taken regarding guest’s concerns.
8. If guest are making a scene take immediate action to recuperate the
unwanted situation.
9. Guest complain should be Documented according to the establishment
standard procedures.
10. The Right person or department should be informed for proper action.
 C. MATCHING TYPE

Instruction: Match the correct letter of the correct Knowledge and Skills required in
receiving and handling guest complaints.

Hear out the entire story Listen to the

1. a.
complaint

Take proper action

b.
on the complaint
2. Sequence of service

Receive and
Handling guest
c. concerns
Handling guest with special
needs d. Record
3.
complaint

e. Take proper
action on
Complaint
Perform 5S accordingly to
4.
avoid guest complaint

Feedback received from

5.
guests is logged and
collated