6. A guest complained about your ser- vice. He said that you did not clean his room. He claimed that it was dirty as he had left it. 7. You received your pay and noticed that you have deductions that you did not know. The accounting office said that you were deducted because you had absences. You knew you did not commit any absence but the payroll staff kept saying that you might have committed absences. 8. A guest lost her gold earrings. She insisted that you were inside her room before they were lost. 9. A co-employee kept on spreading rumors about your inefficiency as a housekeeping attendant. 10. You were not able to go to work due to some errand. You forgot to advise your boss and your co-employee.
Answer (1)
6. Guest complaint about unclean roomIssue: Guest claims the room was not cleaned properly.Suggested response: Apologize politely, investigate the claim, check housekeeping logs, and offer to immediately correct the situation. Example:“We sincerely apologize for the inconvenience. I will personally ensure your room is cleaned right away and check what caused this oversight.”7. Payroll deduction disputeIssue: Unexpected pay deduction due to claimed absences.Suggested response: Calmly review attendance records, communicate clearly with payroll staff, and provide proof of presence if available. Example:“I would like to clarify my attendance records, as I believe there has been a misunderstanding regarding absences. Can we review the log together?”8. Guest lost jewelryIssue: Guest claims gold earrings were lost while you were in the room.Suggested response: Stay professional, avoid admitting fault if not responsible, document the situation, and report to management for proper handling. Example:“I understand your concern. I will report this immediately to the manager so it can be properly investigated.”9. Co-employee spreading rumorsIssue: Rumors about inefficiency affecting your reputation.Suggested response: Maintain professionalism, avoid confrontation, and report the matter to your supervisor or HR if it affects work. Example:“I would like to discuss a concern regarding misinformation affecting my work. Can we address this appropriately?”10. Failure to inform about absenceIssue: Missed work without notifying supervisor or team.Suggested response: Apologize sincerely, explain the reason, and promise to improve communication in the future. Example:“I apologize for not informing you earlier. It was an oversight, and I will make sure to notify in advance next time.”
