19

19

12th Grade

15 Qs

quiz-placeholder

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Assessment

Quiz

Instructional Technology, Education

12th Grade

Hard

Created by

Ayan Abdi

Used 4+ times

FREE Resource

15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

2.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

3.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

4.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

6.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Who is NOT an internal customer? KLO 1.3

Receptionist

Supervisor

Delivers fresh vegetables to the hotel daily

Guest staying in the hotel

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