HTMP 2 Chapter 3

When might working conditions cause a guest service problem?

• When the organization is short staffed during busy times

• When employees do not have the right equipment to do their jobs

• When the work atmosphere is neither inclusive nor values diversity

• When managers do not use team problem solving practices

Mr. Boyd travels to several different cities each year for work. He likes staying at Garden Select brand hotels. He receives great guest service, and the business centers and workout facilities are helpful to him, too. The only time Mr. Boyd does not stay at a Garden Select brand hotel is when the city in which he is staying does not have one. What is this behavior called?

• Guest loyalty

• Guest experience

• Guest recovery

• Guest Expectations

When answering e-mails from guests after their departure, you should?

• Respond to a blend of negative and positive comments

• Respond to only complaints

• Blatantly advertise your business in your response

• Take comments personally

What is guest recovery?

• Safety practices and procedures that affect guests

• Resolving complaints to the guest’s satisfaction

• Observations, encounters, and events of a guest’s stay

• Choosing to stay at the same property repeatedly

You are dining at a restaurant and ask to speak to the manager. When she arrives, you explain that it took a long time to receive your food. When the food finally arrived, you received chicken, but you ordered fish! What type of complaint is this?

• Attitudinal

• Mechanial

• Service-related

• Unusual

What percentage of guests with unresolved complaints will never return?

• 90%

• 95%

• 96%

• 10%

Determining the right level of employee empowerment is an easy skill for managers to learn.

• True

• False

When responding to online reviews, managers should never apologize for any negative experience, regardless of fault.

• True

• False

How should a manager resolve a unusual complaint?

• Allow the guest to vent their frustrations

• Follow up with counseling and coaching for the employee

• Offer guests a free meal or drink from the bar

• Provide employees with additional skills training

How should a manager resolve a mechanical complaint?

• Allow the guest to vent their frustrations

• Follow up with counseling and coaching for the employee

• Offer guests a free meal or drink from the bar

• Provide employees with additional skills training