HT 4.01

What is an important aspect of handling a hotel guest’s complaint?

• Problem solving

• Passive listening

• Invoice processing

• Consensus building

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

• Negotiate terms

• Explain policies

• Offer criticism

• Remain calm

Why are “critical moments” during customer interactions important to a hospitality business?

• During these critical moments, employees gather information about the business.

• During these critical moments, customers form impressions about the business.

• During these critical moments, managers establish policies that guide business activities.

• During these critical moments, employees receive necessary training to perform their jobs.

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

• Aggressiveness

• Defensiveness

• Indifference

• Empathy

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

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

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

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

• Brainstorming abilities

• Technical knowledge

• Active listening skills

• Financial aptitude

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