Course Content
Lesson 1
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Customer Service Communication
Quiz
Lesson 2
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Hotel & Accommodation Vocabulary
Quiz
Lesson 3
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Cultural Sensitivity and Communication
Quiz
Gameboard
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Gameboard
Module 3: Hospitality and tourism language skills
Customer Service Communication
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Score: 0
A guest arrives at reception. Which greeting is most professional?
A. Yeah, what do you need?
B. Good afternoon! Welcome to Grand Hotel. How may I help you today?
C. Check-in is over there.
D. One moment please.
A guest asks for an extra towel. Best response?
A. We don't have any.
B. You already have two.
C. Of course! I’ll send it right away.
D. Come to reception.
Guest complains about noise. Best response?
A. Not our problem.
B. I’m very sorry. I’ll fix this immediately.
C. Noise happens.
D. Close window.
Fill the blank: “May I ______ a wake-up call?”
Check
Best customer service tip?
A. Speak fast
B. Use jargon
C. Ignore feelings
D. Show empathy & follow up