Q1. What is the purpose of the guest service role as a first point of contact with the guest? KLO 1.1

• To give the guest information and answer any questions

• ­­­To book the guest into the hotel

• To find out how the guest will pay at departure

• To take a copy of the guest’s ID

Q2. Why is the guest service role important to the hotel? KLO 1.1

• It provides jobs for the local community

• Enhances the guest’s experience at the hotel

• It stops all complaints

• It makes working in a hotel easier

Which will have the worst impact on hotel revenue if there is no regular training on the guest service role? KLO 1.1

• The hotel staff are inconsistent

• ­­­ It will affect the guests’ perception of the hotel

• Complaints from guests may increase

• The occupancy rate decreases

Which of the following departments do not have a guest service role included in their job description? KLO 1.1

• Food & Beverage

• Accounting

• Front Office

• Housekeeping

Which of the following is NOT a responsibility of a guest relations officer? KLO 1.1

• Welcoming guests in a friendly and professional way

• Addressing and escalating guest complaints

• Taking payment at check out

• Providing information about the facilities of the hotel

Why is personal appearance important in the workplace?

• It influences how the guest perception of the hotel

• It makes the staff feel good

• It keeps all the staff looking the same

• The managers like it

Who is NOT an internal customer? KLO 1.3

• Receptionist

• Supervisor

• Delivers fresh vegetables to the hotel daily

• Guest staying in the hotel

Who is an external customer? KLO 1.3

• Receptionist

• Supervisor

• Delivers fresh vegetables to the hotel daily

• Guest staying in the hotel

When staff phones a member of staff in another department, that staff member is ____________ KLO 1.3

• an internal customer

• an external customer

• a supplier of goods to the hotel

• a client

How can standards of communication be monitored? KLO 1.4

• Through feedback from only internal customers

• Through feedback from only external customers

• Through feedback from internal and external customers

• Through feedback only from management