Virtual Assessment for Hospitality and Tourism-2020

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

• Aggressiveness

• Defensiveness

• Indifference

• Empathy

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

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

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

• Brainstorming abilities

• Technical knowledge

• Active listening skills

• Financial aptitude

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

Which type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?

• Acceptance

• Esteem

• Safety

• Shelter

Which is an expectation of all hospitality and tourism customers?

• To achieve self–actualization needs

• To be treated with respect by employees

• To obtain adequate sleeping accommodations

• To pay the minimal amount for goods and services

Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?

• To encourage safety

• To generate publicity

• To remain competitive

• To analyze productivity

A guest complained that he or she reserved a room with a view of the ocean but got a room with a view of the courtyard. What is the best way for a hotel employee to compensate the guest in this situation?

• Ask housekeeping to clean the room

• Provide the guest with extra towels

• Offer to give the guest a discount

• Ignore the guest’s complaint