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Listening Quiz: Xử Lý Khách Hung Hăng Tại Lễ Tân – Medium Level
Th1 12, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý khách sạn (English for Hotel Manager)
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1.
What is the conversation mainly about?
A manager announcing a hotel promotion
Two friends discussing a future vacation plan
A guest asking for restaurant recommendations
A hotel guest complaining about a long wait and a receptionist trying to help
Explanation:
Michael is angry about waiting, and Jessica tries to calm him down and resolve the issue by checking his reservation and giving him a room key.
2.
How long had Michael been waiting when the conversation began?
45 minutes
30 minutes
10 minutes
20 minutes
Explanation:
Michael says, ‘I have been waiting for 30 minutes!’ at the start of the conversation.
3.
What does Jessica do to help Michael first?
She calls a taxi for him
She asks him to leave
She checks his reservation
She offers him a discount
Explanation:
Jessica says, ‘Let me check your reservation,’ showing that this is her first action to help.
4.
What can be inferred about Jessica’s attitude during the conversation?
She is confused about what Michael wants
She is trying to stay calm and professional
She does not want to help Michael
She is angry at Michael and argues back
Explanation:
Jessica apologizes, says she understands his frustration, and keeps trying to solve the problem calmly and professionally.
5.
What does Jessica give Michael at the end of the conversation?
A receipt
A room key
A refund
A map of the city
Explanation:
Jessica says, ‘Your room is ready. Here is your key.’
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