Unit 4 Group 03

How guest satisfaction can be monitored

• Monitoring the Customer's comments and feedback helps building good rating for future customers.

• To not communicate with customer

• Collect the key card

What is important information when handling over from morning to afternoon shift?

• Departure list is prepared.

• Rooms have been allocated.

• Morning takings are passed on.

• Names of non- arrivals are passed on.

What the service cycle is

• The product/service life cycle is a process used to identify the stage in which a product or service is encountering at that time.

• Its four stages - introduction, growth, maturity, and decline.

• Describe what the product or service is incurring at that time.

• All Above

How to respond effectively to guest queries:

• Tell the guest all the company's secret

• They might use after check-out.

• Must handle with confidence and gain their satisfaction.

• To answer with "NO"

What is the main factor to consider when choosing a uniform for front office?

• Latest fashion

• Full make up

• skinny pants

• Identifiable to guest

What is an example of up-selling?

• Offer to contact a sister hotel.

• Suggest a future reservation.

• Mention any service that is not free or Suggest an update to a suite

Why should a guest complaint be recorded?

• To avoid the issue to occur again

• To allow a discount to be offered.

• To discipline responsible staff.

• To provide evidence for appraisals.

The stages in the hotel guest cycle include the

• Reservation, arrival, departure, and survey stage.

• Pre-arrival, arrival, occupancy, and departure stage.

• Pre-arrival, reservation, parking and recreational stage.

• Arrival, departure, parking, and recreational stage.

Guest queries means:

• A question, often expressing doubt about something or looking for an answer from an authority

• The work environment

• Walk In guest

Resolving issues means:

• To solve problems

• To create problem

• To take the feedback