Work Sheets for Handling Guest’s Complaints
Work Sheets
Lesson Plans Activities
Work Sheet 1- Complaints
Fill in the blanks by writing the correct word on the line that will complete the sentence.
talking hurts tastes morning
serve next bottle money
complaining this take right
happened funny terrible little
neck pillow apologize waiting
problem me
1. Yes sir, I’ll ____________ care of that ____________ away.
2. I have a problem. This ___________ is much larger than what I am used to. As a
result, my _________ is very stiff this ___________. Could a get a smaller one?
3. What ____________ to my briefcase? I left it right ___________ to the chair and now
it’s missing.
4. Excuse ________, this spaghetti is _______________. Its cold and the sauce
_________ like vinegar.
5. 58 baht for a _____________ of water! Are you kidding me! That’s way too much
____________ just for water.
6. Ouch! That __________. Could you please use a _________ less pressure?
7. I ______________, sir. Is ____________ better?
8. I’m sorry for being late ma’am, but I was __________ with my supervisor. I hope it
wasn’t a ___________.
9. Are you ever going to _____________ us our meal? We’ve been _____________
for over an hour.
10. Every one of that group from Germany is _______________ about the
accommodations. They say that the rooms are too small and they
smell ___________.
Work Sheet 2- Complaints
Match the appropriate responses with the questions by putting the correct number
of the question on the line.
1. Could you use a little more ___ Really! That would be great. I
pressure? hate talking to airline personnel.
2. This bacon is not very crispy. I ___ I’ll send someone up right away
specifically asked for very crispy bacon. and have it cleaned again.
3. Housekeeping did a very poor job of ___ Thank you, I appreciate that. I’m
cleaning the bathroom. The tub is surprised it gets that cold in here.
still filthy.
4. Mr. Kelly, did maintenance fix the ___ As you wish sir, how is this?
problem with the sink yet?
5. Where’s my luggage? I was told it would ___ We were playing tag out on the
be here 15 minutes ago. lawn and she fell down.
Fortunately, she wasn’t hurt.
6. Why is my child so dirty? She has mud ___ Thanks for bringing that to my
all over her clothes. attention. Why don’t you use
that one and I’ll have someone
check this out.
7. This tread mill doesn’t seem to be ___ Of course ma’am. I’ll return it to
working properly. the chef immediately and have
him heat it up.
8. I’d be happy to change the reservation ___ Unfortunately no, they said they
for you sir. have a couple of other more
important jobs to do first. It will
be another 30 or 40 minutes.
9. This soup is very cold, could you warm it ___ Let me look into that sir and I’ll
up. call you right back.
10. Here are the extra blankets you ___ I’m sorry about that sir. I’ll get
requested sir. you crispy bacon right away.
