H&T - Unit 4 Review

Front

Which of the following is NOT a key component of emotional intelligence? Self-awareness, Social awareness, Empathy, Intellectual quotient

Back

Intellectual quotient

Front

What is the primary purpose of identifying guest needs and wants in the hospitality industry?

Back

To deliver exceptional customer service

Front

Which of the following is NOT a stage in the guest experience cycle? Pre-arrival, Arrival, Occupancy, Post-stay

Back

Post-stay

Front

What is the primary role of employees in guest experience? Options: To manage the hotel operations, To contribute positively to the guest experience, To handle financial transactions, To maintain the hotel's physical appearance

Back

To contribute positively to the guest experience

Front

What does empowerment of front-line employees entail? Options: Limiting their decision-making abilities, Allowing them to make decisions on behalf of guests, Providing them with minimal training, Restricting their interactions with guests

Back

Allowing them to make decisions on behalf of guests

Front

What is the HEARD process used for?

Back

To resolve guest service issues

Front

Which of the following is NOT a tool for measuring guest satisfaction? Comment Cards, Surveys, Social media, Employee performance reviews

Back

Employee performance reviews

Front

What is a key aspect of responding to negative guest feedback?

Back

Collecting facts

Front

Why are influencers important in reputation management?

Back

They have a large audience that trusts their opinions.

Front

How do housekeeping employees contribute to guest satisfaction? Options: By cleaning rooms only, By providing personalized service and resolving issues, By managing the hotel's marketing, By conducting surveys

Back

By providing personalized service and resolving issues