a) A hotel manager will deal with an angry guest …
A daily
B weekly
C often.

b) When the guest is explaining why he or she is angry you must …
A look off into the distance
B yawn
C nod in understanding.

c) To show concern you could …
A frown and tilt your head slightly
B interrupt the guest with understanding
C lean towards the guest with your arms crossed.

d) ‘Hands in an open position’ means …
A clasping your hands behind your back
B clasping your hands in front of you
C putting your hands in your pockets.

e) ‘Place yourself in his or her shoes’ means …
A show empathy
B wear the guests shoes
C nod in understanding but feel angry at the guest.

g) ‘Social media’ refers to …
A telling the newspaper
B the Internet
C a virtual community.

a) A guest found dirty washing under the bed, ___________ the fact that the room had
been cleaned. 

b) ___________ the end of the week we had to start packing.

c) __________ our room is the restaurant that caters for hotel guests.

d) Each meal is presented ____________ a cover that keeps the food warm.

e) _________ trying the food I knew it was tasty.

f) __________ from the restaurant are magnificent views of the ocean.

g) _________ discovering the town we stayed in the hotel as it had a cinema, theatre
and other attractions.

h)  __________ the crowd we found an angry guest.

i) __________ the fountain is a table with magazines and a small library.

j) We walked ___________ the hotel looking for our room.