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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 hotel guest complaining about a long wait and a receptionist trying to help
A manager announcing a hotel promotion
A guest asking for restaurant recommendations
Two friends discussing a future vacation plan
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
20 minutes
10 minutes
30 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 offers him a discount
She checks his reservation
She asks him to leave
She calls a taxi for him
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 trying to stay calm and professional
She is angry at Michael and argues back
She does not want to help Michael
She is confused about what Michael wants
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 map of the city
A receipt
A room key
A refund
Explanation:
Jessica says, ‘Your room is ready. Here is your key.’
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