A Caller to a Hotel's Front Desk Asks If a Specific

question 16

Multiple Choice

A caller to a hotel's front desk asks if a specific guest is staying in the hotel.The desk agent answering the call should

• A) provide no information about the guest.
• B) ask about the caller's relationship to the guest.
• C) provide the guest's name and room number only.
• D) confirm only if the guest is or is not staying in the hotel.

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Definitions:

Genuineness

The quality of being open, sincere, and honest in one's feelings, thoughts, and actions.

Defense Mechanism

Psychological strategies used by individuals to cope with reality and maintain self-image.

Unconscious Insecurity

A feeling of lack of confidence or assurance that operates below one's conscious awareness, affecting behavior and perception.

Reaction Formation

A defense mechanism in which an individual unconsciously replaces an undesirable or anxiety-inducing emotion or impulse with its opposite.