Hospitality and Tourism Unit 4 Test

A hotel restaurant employee said, “Mr. Jones, I took your

breakfast order correctly. The kitchen staff didn’t prepare your food the way that you wanted it.” Which inappropriate action did the employee take in handling the customer’s problem?

• Providing a sincere apology

• Placing blame on someone else

• Offering to correct the food order

• Asking the manager to handle the issue

What should a tour guide do when handling the complaint of an

angry tourist?

• Negotiate terms

• Explain policies

• Offer criticism

• Remain calm

What is an important aspect of handling a hotel guest’s

complaint?

• Problem solving

• Passive listening

• Invoice processing

• Consensus building

Why are “critical moments” during customer interactions

important to a hospitality business?

• During these critical moments, employees gather information

  about the business.

• During these critical moments, customers form impressions about

  the business.

• During these critical moments, managers establish policies that

  guide business activities.

• During these critical moments, employees receive necessary

  training to perform their jobs.

Which is a convenience service that a motel might provide its

guests to expedite the morning departure process?

• Baggage claim

• Internet access

• Self-checkout kiosks

• Food-vending machines

What do all hospitality employees need to possess to handle

customers’ complaints effectively?

• Brainstorming abilities

• Technical knowledge

• Active listening skills

• Financial aptitude

What is a primary characteristic of quality service in the

hospitality industry?

• Ensures a business’s financial success

• Provides guests with entertainment

• Satisfies employees’ basic needs

• Exceeds customers’ expectations

Which is an example of a critical moment in which a customer may

form a negative opinion about a hospitality or tourism business?

• A tour guide asks tourists if they have any questions about the

  tour site that they are visiting.

• A customer has to wait on hold for a long time to make a hotel

  reservation by telephone.

• The maître d’ greets customers in a prompt, friendly manner as

  soon as they enter a restaurant.

• A hotel guest enters a guest room that is clean and attractive

  and has a beautiful view of the city.

What is the last step in effectively handling a

hotel guest’s complaint?

• Apologizing to the guest for making the mistake

• Following up with the guest to ensure satisfaction

• Asking the appropriate employee to solve the problem

• Listening to the customer’s complaint to determine what to do

Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and

escorts her to a hotel room. What does this situation exemplify?

• A service encounter

• A guest complaint

• A brand element

• A guest inquiry