TH1807

Names:
Score: /50_
Date: / /
Section:
DO IT RIGHT
Below are some aggressive, offensive statements. Restate them to sound more sensitive in such a way that the guest will not be offended. With
your partner, have your answers on another Word document and upload it via eLMS Dropbox. Use as file name your last names.
Offensive statement Restatement
1. Your credit card is already expired. We cannot honor it 1. Sorry ma’am/sir but this credit card or you can pay it in cash.
anymore. You have to pay in cash.

2. Our hotel is fully booked. You can try other hotels. 2. Sorry ma’am/sir but we are fully booked. But I can put you on waitlisted or
you can find another hotel.

3. Your reserved room was given to a waitlisted guest because 3. Good day ma’am/sir I’m very sorry to tell you this but your reservation
room was given to our waitlisted guest because you came late on time. But
we can offer you A another same room if you want?
you did not come on time.

4. You are not allowed to sign at the coffee shop because you 4. Excuse me ma’am/sir it’s hard to say but I’m sorry ma’am/sir but you are
not allowed to sign at the coffee shop because you are registered on a cash
basis. Or I can assist you ma’am/sir.
are registered on a cash basis.

5. We do not give away compendiums for a souvenir. You will 5. I’m sorry ma’am/sir but we cannot give you our compendiums for a
souvenir. There will be charged if you take it away from your room.
be charged if you take it away from your room.

6. Are you asking for massage service? That is not available in 6. Good day ma’am/sir are you asking for a massage service? I’m very sorry
to tell you this but that is not available in our hotel.
09 Activity 1 - ARG *Property of
STI
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our hotel.

Offensive statement Restatement

7. Mr. Guest, you are in ragged attire. There is a dress code in 7. Good day Mr. GUEST but there is something you should know and I’m
sorry to tell you this but that in our hotel there is a dress code, cause you are
in ragged
this hotel.

8. We do not accept checks for payment. 8. Excuse me ma’am/sir I’m sorry to tell you this but in our hotel we do not
accept checks for payments, but we accept cash or credit card.

9. I don’t know the schedule of trips to Baguio. You can call the 9. Good day ma’am/sir but unfortunately we don’t know the schedule of
trips to baguio but I can call the bus station and I will just call your room if
what are the schedule trips to baguio, if you’ll just wait for a moment
ma’am/sir.
bus station.

10. You are not supposed to iron in your room. Did you not read 10. Excuse me sir but I’m very sorry to tell you this but it is forbidden in your
room to iron. There is a house rules in your room. Thank you for
understanding.
the house rules in your room?

09 Activity 1 - ARG *Property of

STI
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Your responses will be evaluated using this rubric:

CRITERIA PERFORMANCE INDICATORS POINTS
Appropriateness Provided courteous responses that are applicable in the given scenarios. 3
Organization of ideas Expressed the points in a clear and logical arrangement of ideas. 2
TOTAL 5

09 Activity 1 - ARG *Property of

STI
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