verbal instructions

QUIZ

- Ask questions to confirm understanding -

Suzana binti Ahmad

QUESTION 1 of 4

Look at the questions the attendant asks. Are they open ended questions or closed questions?

Supervisor: Right, so first you need to answer the phone. You should greet the guest appropriately for the time of day and tell them your name and department. Room Service Attendant: Should I use my full name? Supervisor: No, your first name is OK. After you have answered the phone correctly, you should ask for the guest‟s name and room number. You should also speak clearly and always be polite.

Closed questions

Open ended questions

Right!

Next

QUESTION 2 of 4

Look at the questions the attendant asks. Are they open ended questions or closed questions?

Room Service Attendant: So, I ask for their name and room number?Supervisor: Yes, and then you need to ask what they would like to order. You should take their order and recommend a wine as well.

Closed questions

Open ended questions

Right!

Next

QUESTION 3 of 4

Look at the questions the attendant asks. Are they open ended questions or closed questions?

Room Service Attendant: What if they have already ordered a drink?Supervisor: You can still ask if they would like any wine with their order. OK, so let‟s continue. You should listen carefully and write down the information so you don‟t forget. When they have finished placing their order, you should repeat their order.

Closed questions

open ended questions

Right!

Next

QUESTION 4 of 4

Look at the questions the attendant asks. Are they open ended questions or closed questions?

Room Service Attendant: I write down the information before I repeat their order, correct?Supervisor: Yes, that‟s correct.

Closed questions

Open ended questions

Right!

Next

complete