* 1. You have noticed that many of your co-workers come to work late and leave early. The supervisor does not seem to be aware of this problem. For two days in a row, you decide to come to work late because you are tired. Your supervisor asks to meet with you, and she is obviously frustrated by your behavior. How should you handle this?

* 2. Rude customers should be avoided.

* 3. Paul and Jessica work together. Jessica regularly breaks a safety regulation while they work together. She has never hurt herself or anyone else, and the safety regulation seems to be a minor one. In this situation, Paul should:

* 4. I tend to sacrifice speed over quality when working.

* 5. What number should come next in this series? 15, 8, 14, 9, 13, 10, 12, ....?

* 6. What would you do if your replacement doesn't show up when it's the end of your shift?

* 7. What equipment below DOES NOT get used by the front desk?

* 8. How many questions does the front desk customer service representative resolve?

* 9. How do you respond to a guest when you don't know the answer to the question?

* 10. Define Customer service. On a personal level describe a time you have experienced great customer service.

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