第七章单元测试
- General （ ） and inspection have to be done by appropriately trained personnel.
- We apologize for any （ ） caused during the work.
- Out hotel will （ ）a large sum of money to improve general maintenance.
- What can you do when you have a complaint?（ ）
- When you deal with the complaint, what should you do?（ ）
- What will be complained at the restaurant?（ ）
- When you receive a complaint the first thing to do is be sure you listen carefully to what your customer is saying and acknowledge her complaint. （ ）
- Once you have fully understood the problem as a manager, act quickly to resolve it and give the customer exactly what she is asking for. （ ）
- Being positive in your response from the start can make handling complaints a little easier. （ ）
- If you have any dis-satisfactory at the hotel, you can complain to the hotel manager. （ ）
A:remains B:refreshing C:maintains D:maintenance
答案:maintenance
A:convenient B:inconvenience C:inconvenient D:convenience
A:approves B:appointment C:allocates D:allocation
A:Contact the receptionist at the front desk B:Request to talk to the general manager C:Ask for the manager on duty
A:Do not interrupt the guest B:Apologize to the guest C:Maintain eye contact D:Listen carefully to what the guest has to say
A:Inattentive or discourteous staff B:music is too loud or too noise C:Lipstick on glass D:Wrong dish and wrong preparation method
A:对 B:错
A:错 B:对
A:对 B:错
A:错 B:对
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