AHLEI-CHA Guest Practice Questions

During a busy check-in time, a guest complains about a long wait. What is the best response?

• AA. Ask them to wait
• BB. Ignore the complaint
• CC. Blame the system
• DD. Offer a beverage

A guest is unhappy with the noise level in their room. What should the front desk offer first?

• AA. Offer to move rooms
• BB. Apologize without action
• CC. Ignore the complaint
• DD. Suggest using earplugs

A guest leaves a negative review online. What action should the hotel take first?

• AA. Respond professionally
• BB. Report to management
• CC. Ignore it
• DD. Remove the review

A guest forgets a valuable item in their room after checking out. What should the staff do?

• AA. Report to lost and found
• BB. Ignore it
• CC. Quickly sell it
• DD. Keep it for yourself