Unit 23

How do operational reports contribute to the management of the hotel?

• To ensure all managers understand what is going on in the hotel and can direct staff accordingly

• To ensure all employees have the correct information about the hotel

• To keep track of operations in all the departments

• All of the above

What is the common guest service problems that you can see in hotel?

• Dirty hotel

• Poor staff service

• Delay in services

• Poor WIFI

The impact of not responding swiftly to guest service issues is.

• Decrease in negative reviews

• Decrease in repeat guests

• Increase in Return on investment

• Improved hotel reputation

Which of these is a feature of an effective follow-up of guest service?

• Discounted sale items

• Solving all guest complaints

• Not responding

• Provision of customer incentives

What is the first step in problem-solving technique?

• Define the problem

• Identification of the problem

• Training interventions

• Follow-up the problem

WHY escalating customer service problems is important?

• Staff can’t take any decision

• Managers have the authority to go the extra mile and meet guest needs

• When the needs cannot be met

• Upon guest request

Most of the customer who get poor customer service respond by:

• Ask for a supervisor or a manager

• Stop doing business with a company

• Tell friends, family or peers about the experience

• Submit a negative customer satisfaction survey

The GRO set new target levels to either improve a service level or maintain a service level already achieved. It is only possible with the support of:

• Business data

• KPI

• Promotional campaigns

• Staff turnover rate

How the data that can be used to forecast future business?

• Income generated from each service if applicable

• CRM- Customer Relationship Management software

• Complaints record

• All of the above

Which of the following is (are) the part(s) of the data collection?

• Online Marketing Analytics

• Analyse the Data and Implement Findings

• A time period of data collection

• All of the above