1) A guest is waiting and looks impatient. a) Wait, I’m busy. b) I’ll help you later. c) I’ll be with you in a moment. d) Sit down. 2) You didn’t understand what the guest said. a) What? b) Could you say it again. c) Speak louder, please. d) Sorry, I didn’t catch that. Could you repeat it, please? 3) A guest wants information you’re not sure about. a) I don’t know, sorry. b) Let me check that for you. c) That’s not part of my job. d) Please, ask someone else. 4) The guest complains about a delay. a) It’s not my fault. b) You need to wait. c) I’m sorry about the delay. d) Thank you for your patience. 5) You need the guest’s passport. a) Give me your passport. b) Passport. c) Could you give me your passport, please? d) I need that. 6) A guest asks for help while you’re busy. a) Sorry, I'm busy. b) Wait there, please. c) I’ll be with you right away. d) Later. 7) A guest thanks you for your help. a) You’re welcome. b) Uh-huh. (Ajá) c) My pleasure. d) Yeah, no problem. 8) You need to interrupt a guest politely. a) Excuse me. b) Hey. c) Listen, please. d) May I interrupt you for a moment? 9) A guest asks for something you cannot do. a) No. b) That’s impossible. c) I’m sorry, we don’t offer that, but I can help you with this. d) You can’t. 10) You made a small mistake. a) It’s fine. b) Nothing happened. c) I’m sorry about that. d) I’ll fix it right away.

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