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Scenario: Guest Complaint

Before you learn about how to deal with guest complaints, take a look at what’s happening at the Regalis Hotel. Watch the video and answer the question.

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Question 1 of 3

1. Question
What does the guest complain about? Check all that apply.
- Dirty room
- Noisy neighbours
- Slow Wi-Fi
- Rude staff
Question 2 of 3

2. Question
What does Sophea offer as a solution? Check all that apply.
- She offers the guest an upgrade.
- She offers to call someone to fix the wifi.
- She offers to a different place for the guest to conduct her calls.
- She offers a discount.
Question 3 of 3

3. Question
How does the receptionist feel during the call? Check all that apply.
- She feels stressed.
- She feels in control of her emotions.
- She feels too upset to continue the conversation.
- She feels relaxed.

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