Front Desk Interaction:

1. Receptionist: "Good morning, welcome to our hotel. How can I assist you today?"
Guest: "Hi, I have a reservation under the name Smith. I'd like to ___________"
a) "Check out now"
b) "Book a table at your restaurant"
c) "Extend my stay for two more nights"
d) "Buy tickets for tonight's show"

Housekeeping Coordination:

2. Supervisor: "Good afternoon, can you ensure Room 203 is cleaned and ready by 3
PM?"
Housekeeper: "Sure thing. ___________"
a) "Should I inform the guests about any available upgrades?"
b) "Is there any specific time the guests are scheduled to arrive?"
c) "Are there any maintenance issues in the room that need attention?"
d) "Should I check if the guests require extra towels or amenities?"

Staff Training Discussion:

3. Trainer: "Hello, everyone. Today's training session will focus on improving our
customer service skills. Let's begin with ___________"
Trainee: "I believe we'll discuss ___________"
a) "How to deal with difficult customers"
b) "The importance of punctuality in the workplace"
c) "Basic food handling procedures"
d) "The latest company policies and procedures"

Changes Discussion:

4. Manager: "Team, I'd like to discuss some upcoming changes in our shift
schedules. From next week onwards, ___________"
Staff Member: "Will these changes affect ___________?"
a) "How many days off we get per month"
b) "The availability of parking spaces for employees"
c) "Whether we'll receive bonuses for working holidays"
d) "What time the staff cafeteria will be open during breaks"
Customer Feedback Review:

5. Manager: "We received a complaint from a guest regarding their recent stay.
According to them, ___________"
Staff Member: "Should we ___________?"
a) "Offer them a complimentary night's stay to compensate"
b) "Ask them to provide more details about their experience"
c) "Ignore their complaint as it seems unreasonable"
d) "Thank them for their feedback and assure them we'll address the issue"

Front Desk Interaction:

6. Receptionist: "Good evening, how may I assist you today?"

Guest: "Hi, I'd like to ___________"
a) "Book a room for two nights"
b) "Check the availability of meeting rooms"
c) "Inquire about the hotel's cancellation policy"
d) "Request a wake-up call for tomorrow morning"

Housekeeping Coordination:

7. Supervisor: "Hello, can you ensure the executive suite is prepared for the VIP
guest's arrival?"
Housekeeper: "Absolutely. ___________"
a) "Should I check if any items need to be replenished in the minibar?"
b) "Do I need to arrange for additional security for their stay?"
c) "Is there any special welcome amenity we should prepare?"
d) "Should I inform the chef about any dietary restrictions?"

Staff Training Discussion:

8. Trainer: "Good morning, everyone. Today, we'll cover ___________"

Trainee: "I assume we'll discuss ___________"
a) "How to handle complaints from dissatisfied customers"
b) "The importance of maintaining cleanliness in public areas"
c) "The new promotions being offered at the hotel restaurant"
d) "The procedures for processing room reservations"

Changes Discussion:
 9. Manager: "Team, I'd like to address the recent changes in our room rates. As of
next month, ___________"
Staff Member: "How will this impact ___________?"
a) "Whether we offer discounts for long-term stays"
b) "The availability of complimentary breakfast for guests"
c) "What amenities are included in the standard room package"
d) "What time guests can check-in and check-out"

Customer Feedback Review:

10. Manager: "We received feedback from a guest regarding their recent spa
experience. According to them, ___________"
Staff Member: "Should we ___________?"
a) "Offer them a discount on their next spa treatment"
b) "Investigate the cleanliness of the spa facilities"
c) "Request more information to better understand their concerns"
d) "Thank them for their feedback and close the case"

Post-Test:

1. Front Desk Interaction

Receptionist: "Good afternoon, how may I assist you today?"

Guest: "Hi, I'd like to inquire about ___________"

a) "Your room rates for the upcoming weekend"

b) "The nearest tourist attractions to visit"

c) "If there are any available job openings at the hotel"

d) "The check-out time for tomorrow morning"

Housekeeping Coordination:

2. . Supervisor: "Hello, can you ensure Room 305 is cleaned and ready by noon?"
Housekeeper:
 "Of course. ___________"

a) "Should I inform the guests about the hotel's facilities?"

b) "Do I need to check if any items need to be restocked in the minibar?"

c) "Is there any specific time the guests are scheduled to arrive?"

d) "Should I notify the maintenance team about any issues in the room?"

3. Staff Training Discussion:

Trainer: "Welcome back, everyone. Today, let's discuss ___________"

Trainee: "I believe we'll cover ___________"

a) "How to handle reservations efficiently"

b) "The importance of teamwork in the workplace"

c) "The new menu items being introduced at the restaurant"

d) "Strategies for upselling to increase revenue"

4. Changes Discussion:

Manager: "Team, I'd like to update you on the changes we discussed last week. One of
the changes involves ___________"

Staff Member: "How will this affect ___________?"

a) "Whether we're allowed to take breaks during our shifts"

b) "The types of uniforms we're required to wear"

c) "The number of staff members on duty during peak hours"

d) "What time the employee discount applies at the hotel restaurant"

5. Customer Feedback Review:

Manager: "We received positive feedback from a guest regarding their recent dining
experience. According to them, ___________"

Staff Member: "That's great news! ___________"

a) "Should we offer them a complimentary meal on their next visit?"

b) "How can we ensure we maintain this level of satisfaction?"

c) "Can we ask them to write a positive review online?"

d) "Should we offer them a discount on their next booking at the hotel?"

6. Front Desk Interaction:

Receptionist: "Good afternoon, welcome to our hotel. How may I assist you?"

Guest: "Hi, I have a reservation under the name Johnson. I'd like to ___________"

a) "Extend my stay for an additional night"

b) "Inquire about local attractions nearby"

c) "Book a table at the hotel's rooftop restaurant"

d) "Request a complimentary upgrade to a suite"

7. Housekeeping Coordination:

Supervisor: "Hi, can you ensure the penthouse suite is cleaned and ready for the
celebrity guest's arrival?"

Housekeeper: "Of course. ___________"

a) "Should I arrange for a floral arrangement to be placed in the room?"

b) "Do I need to notify security about the VIP's arrival?"

c) "Is there any special turn-down service we should provide?"

d) "Should I inform the chef about any dietary preferences?"

8. Staff Training Discussion:

Trainer: "Good morning, everyone. Let's discuss the importance of maintaining guest
satisfaction. Specifically, ___________"

Trainee: "I assume we'll learn about ___________"

a) "The importance of maintaining a positive attitude"

b) "The procedures for processing guest check-ins and check-outs"

c) "The new menu items being introduced at the hotel restaurant"

d) "The steps for handling lost and found items"

9. Changes Discussion

Manager: "Team, I'd like to update you on the changes to our breakfast menu. Starting
next week, ___________"

Staff Member: "How will this affect ___________?"

a) "What time breakfast is served"

b) "The types of beverages offered"

c) "Whether we offer gluten-free options"

d) "The pricing of the breakfast buffet"

10. Customer Feedback Review:

Manager: "We received positive feedback from a guest regarding their recent stay.
According to them, ___________"

Staff Member: "That's wonderful to hear! ___________"

a) "Should we offer them a discount on their next booking?"

b) "How can we ensure we maintain this level of satisfaction?"

c) "Can we ask them to share their experience on social media?"

d) "Do they have any suggestions for improving our services further?"