TS4020_HSC_Comp 3_provide Customer Service

TS4020_Hospitality

Service_Commn

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Multiple Choice

Why is it important for James, the waiter to usher a group of business diners to a quiet corner away from the rest of the guests upon their request? This gesture is based on

• modesty.

• societal roles.

• relationship building.

• expectations of privacy.

Multiple Choice

Which one of the following quotients is defined as the ability to recognize your own feelings and those of others?

• Service Quotient (SQ).

• Emotional Quotient (EQ).

• Intelligence Quotient (IQ).

• Resilience Quotient (RQ).

Multiple Choice

A customer service professional’s perceptions and treatment of different customers is often influenced by his own

• observation.

• social norms.

• family beliefs.

• cultural values.

Multiple Choice

Anna, a Front Office staff will frequently check for understanding when explaining the room’s fixtures to the guest who is

• elderly.

• visually disabled.

• wheel-chair bound.

• not fluent in English.

Multiple Choice

At the first stage of writing process, why is it important for the writer to define the purpose before beginning to write. This is to

• analyse the needs of the recipient.

• make the document more effective.

• check any typo or grammatical errors.

• check whether the recipient understands and accepts the information.

Multiple Choice

Which one of the following is the benefit of creating a good first impression?

• Decrease your confidence.

• The customer will disrespect your views.

• The customer will focus on what you are saying.

• The customer will tend to distrust you more readily.

Multiple Choice

Sally has recently graduated with good grades and is going for her first interview. However, she is worried about the interview and constantly thinks that she will not get the job. This illustrates that Sally has a

• neutral attitude.

• positive attitude.

• negative attitude.

• immature attitude.

Multiple Choice

Which one of the following is the purpose of communication?

• Meet personal expectations.

• Misinterpret the actual meaning.

• Influence someone of your intention.

• Follow the rules given by higher authority.

Multiple Choice

After several failed attempts to attract new customers, the Hotel Management Team decided to use the strategy of benchmarking to

• raise standards and performance.

• monitor historical data

  of customers.

• guide the Hotel to purchase the latest equipment.

• compare salary & remuneration among companies.

Multiple Choice

Which one of the following is the concept of delivery in service eco-system?

• The way the customer encounters the staff.

• Method used by organisation to provide services and product.

• The way employees deal with one another and with customers.

• The way company manufactures or provides the products for their customers.

Multiple Choice

Alice, Front Office Manager received business card from Mr Smith, a guest in room 1706 during introduction. Alice should immediately

• put it in the wallet.

• slip it in shirt pocket.

• scribble some notes on the card.

• read the business card with interest.

Multiple Choice

Anthony, a Front Office Staff is courteous to all customers regardless of race, it shows that Anthony has a critical service attribute of

• basic respect.

• customer first mind-set.

• professional competence.

• personalised responsiveness.

Multiple Choice

Jacob, the Front Office staff is unable to place the guest in a room with a sea view and suggested a room with the poolside view as alternative. Jacob is showing service attribute of

• resourcefulness.

• customer first mind-set.

• professional competence.

• personalised responsiveness.

Multiple Choice

Which one of the following proper work ethics could the General Manager communicate to all Hotel staff in safeguarding guest’s information?

• Not to place guest’s information carelessly.

• Sharing guest’s information with other Hotels.

• Make sure that staff are loyal and can be trusted fully.

• Make all guest information available to all staff in the hotel.