I.

Identification

_________________1. This refers to knowing which product to sell and to whom it shall be sold.

_________________2. Refers to the complaints that hospitality properties have no control over. An
example is a guest complaining about the weather.

_________________3. . Lack of sleeps lessens stamina and causes pimples to grow especially on young
adults.

_________________4. Among all complaints, this is one of the most difficult to diffuse

_________________5 This is said to be strength and backbone of any organizations.

_________________6. A set of rules or code which should be followed by those who are member of a
certain religion.

_________________7. These are the complaints relating to breaking down or malfunctioning of

hardware equipment.

_________________8. . It is the highest form of a human expression.

_________________9. Refers to the mostly the main product of tourism and hospitality industry, this
area is where complaints are mostly generated.

_________________10. This is to escalate more complex customer concerns to the person authority
who can address the problem appropriately and swiftly.

_________________11. Delivering an exceptional customer experience by capturing the customer

perception concerning their needs is very significant.

_________________12. This refers to knowing which product to sell and to whom it shall be sold.

_________________13. This is the thing that we owed to our customers.

II. TRUE or FALSE

_______________1. Teamwork in a company is not important.

_______________2. Market segments knowledge refers on how to answer the guests’ inquiries
promptly and expeditiously.

_______________3. Listen to the complaints with empathy is a good approach to clients.

_______________4. Always practice smiling when facing circumstances.

_______________5. You have to argue with client if she/he yelled at you.

_______________6. Service is the most difficult to diffuse

_______________7. Under the You-Win-Guest –Lose situation, you may have triumphantly shown your
point to the guest but the reality is, you made the guest feel bad

_______________8. The lose=lose situation is literally not a good choice

_______________9. As a hospitality professional you should know the value that the establishment may
lost or gain.

II.

1. Johny is a newly hired crew in STI hotel. On his first day Johny encountered a clients who
complaint because of his co-worker. What would be the the following procedures Johny should
do. Choose the correct respond.
A. Take Notes C. Monitor the progress of the corrective action
B. Stay Calm. Don’t argue with the guest D. All of the above

2. Jomalyn is an employee in a restaurant. Then one customer complains about his food. What
approach she should practice.
A. Slap the customer C. Extending respect to the customer
B. Ignore the customer D. None of the above

3. What approach you should do when a customer acts aggressively in a situation

A. Ignore
B. Call the security to pick up the customer
C. Isolate the customer if possible, so that other clients won’t be disturbed
D. None of the above

4. Choose the letter that is not part of a job knowledge and consistency
A. Market Segment’s Knowledge
B. Extending respect to guest
C. Maintaining communication lines open only necessary
D. Implementation of a real time feedback mechanism

5. Which of the following is the best way to handle guest complains.

A. Ignore them
B. Stay calm and don’t argue with the guest
C. Tell the guest to just leave
D. Correct their mistake

6. Which of the following is the Job Knowledge and Consistency that we don’t need to follow
A. Empowering Employees
B. Market segments knowledge
C. Know the guest’s family background
D. Extending respect to guest
 7. Which is not belong to handling guest complain
A. Listen with concern
B. Attitude
C. Stay Calm
D. Isolate the guest of possible so that other guest won’t overhead

Enumeration:

1. Give 4 body language should be managed to avoid complaints

2. Give at least 3 ways to improve communication skills
3. Give at least 3 ways of handling guest complaints

ESSAY:

1. What is the most important in a company?

2. What approach should be practiced if a customer complains about the company service?
3. You’re the manager in a restaurant, what will you do when someone complains about the
irresponsibility of your crew?
4. What are the responsibilities of being a manager?
5.