CHP Customer Service Excellence 3 — Questions and Answers
Question 1: A guest leaves a low rating on a post-stay survey citing 'dirty bathroom.' As a housekeeping supervisor, your FIRST step should be to:
- Dispute the review with the online platform
- Review the room's cleaning checklist and speak with the assigned attendant (Correct answer)
- Offer the guest a discount on their next stay
- Retrain the entire housekeeping team
Correct answer: Review the room's cleaning checklist and speak with the assigned attendant
Investigating the specific incident with documentation and the responsible attendant enables targeted corrective action.
Question 2: Which of the following BEST describes 'service recovery'?
- Replacing damaged guest property
- The process of restoring guest satisfaction after a service failure (Correct answer)
- Offering complimentary amenities to all guests
- Re-cleaning a room after a guest complaint
Correct answer: The process of restoring guest satisfaction after a service failure
Service recovery encompasses all steps taken to rebuild trust and satisfaction following any service failure.
Question 3: A non-English-speaking guest is trying to communicate a room issue. The housekeeper should:
- Ask the guest to wait and find someone who speaks their language
- Use gestures, simple words, a translation app, or a bilingual colleague to understand the need (Correct answer)
- Nod and proceed with standard cleaning
- Hand the guest a comment card
Correct answer: Use gestures, simple words, a translation app, or a bilingual colleague to understand the need
Creative communication tools and bilingual colleagues help bridge language barriers to meet guest needs.
Question 4: Maintaining consistent eye contact and nodding while a guest speaks primarily demonstrates:
- Agreement with the guest's complaint
- Active listening and attentiveness (Correct answer)
- Submission to the guest's demands
- Impatience to resolve the issue quickly
Correct answer: Active listening and attentiveness
Active listening cues like eye contact and nodding signal that the staff member is fully engaged with the guest's concern.
Question 5: A guest reports a found item in their room that appears to belong to a previous guest. The housekeeper should:
- Give the item to the current guest if they want it
- Log the item in the lost-and-found system and submit it to the appropriate department (Correct answer)
- Discard the item if it appears low-value
- Return the item to the housekeeping cart
Correct answer: Log the item in the lost-and-found system and submit it to the appropriate department
All found items must be logged and handled through the official lost-and-found process regardless of perceived value.
Question 6: When a guest praises a housekeeper's work, the MOST professional response is to:
- Deflect the compliment and say it is just their job
- Thank the guest genuinely and mention it will be shared with the team (Correct answer)
- Ask the guest to fill out a comment card immediately
- Nod and continue working without interruption
Correct answer: Thank the guest genuinely and mention it will be shared with the team
Gracious acknowledgment of positive feedback reinforces guest connection and team morale.
Question 7: Which approach BEST prevents guest complaints before they occur?
- Increasing the number of housekeeping inspections after checkout
- Anticipating guest needs and addressing potential issues during the service process (Correct answer)
- Offering automatic compensation for all guests
- Assigning senior housekeepers only to occupied rooms
Correct answer: Anticipating guest needs and addressing potential issues during the service process
Proactive service — identifying and resolving issues before the guest notices — is the gold standard for customer satisfaction.
CHP Customer Service Excellence 3
A guest leaves a low rating on a post-stay survey citing 'dirty bathroom.' As a housekeeping supervisor, your FIRST step should be to: