Reading
1. What is the purpose of the document?
C - to review the handling of complaints
- "This increase may lead to reservation problems. Please review the protocol for dealing with these problems..."
- handling = dealing
- reservation problems lead to complaints
2. Which is NOT a reason for reservation problems?
B - guests give incorrect information
- "In some cases, the sales departments oversells"
"Mix-ups also occur when guests make reservation through third parties"
"Other times, it's simply a matter of problems with the computer reservation system."
3. What is probably true about guests who move to a partner hotel?
C - they do not have to pay the room charge
- "Inform him or her that we will pay for the cost of their room at another hotel."
Complete the word or phrase that is similar in meaning to the underlined part.
- oversell - to sell move rooms than there are available
- an upgrade - a better room than originally booked
#SPJ1
