1.
When having a complaint,it’s important to keep silent and listen carefully.
B.正确
2.
If a guest cannot get the room type he or she likes,it’s a good idea to offer alternative choices.
B.正确
3.Guests are always expecting your solutions to deal with their problems.B.正确
4.
We should be very careful about the voiced guest complaints in stead of the unvoiced ones.
A.错误
5.
According to the author,the guest might post their complaints online if their problems are not solved.
B.正确（看了这题 我觉得这个题目应该是给了短文的）