Hospitality Obj 4 Review

Why do hospitality employees need to be able to relate to different types of people?

• To maintain a positive attitude

• To achieve their personal goals

• To complete paperwork correctly

• To provide good customer service

What do guests often do when they are very satisfied with a resort’s level of service?

• Make reservations for next year’s vacation with a competitor

• Tell others about their problems with the accommodations

• Encourage coworkers and friends to visit local attractions

• Recommend the resort to family and friends

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

• Negotiate terms

• Explain policies

• Offer criticism

• Remain calm

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

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 should a motel employee possess to foster positive relationships with the motel’s guests?

• An aggressive attitude

• A laid-back personality

• A competitive point of view

• A customer-service mindset

What do all hospitality employees need to possess to handle customers’ complaints effectively?

• Brainstorming abilities

• Technical knowledge

• Active listening skills

• Financial aptitude

When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?

• Establishing political alliances with his coworkers

• Promoting the hotel by sharing his experiences with others

• Encouraging his coworkers to treat each other with respect

• Building positive customer relationships through quality service

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 personal quality is important to express when handling a hotel guest’s complaint?

• Aggressiveness

• Defensiveness

• Indifference

• Empathy