HT Lesson 4.02

When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?

• Establishing political alliances with his coworkers

• Promoting the hotel by sharing his experiences with others

• Encouraging his coworkers to treat each other with respect

• Building positive customer relationships through quality service

A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?

• Apologize for the mistake and correct the food order

• Ask the guest if he or she would be willing to keep the meal

• Have the manager talk with the guest about the problem

• Go to the kitchen and tell the chef that he or she made a mistake

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

What should a motel employee possess to foster positive relationships with the motel’s guests?

• An aggressive attitude

• A laid-back personality

• A competitive point of view

• A customer-service mindset

What do many travel agencies use to find out if clients were satisfied with the service they received from the agency as well as with the vacation package that they purchased?

• Tour reports

• Booking slips

• Sales records

• Comment cards

Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?

• Building a clientele

• Using suggestion selling

• Developing a prospect list

• Training contracted workers

What can hotels do to help ensure that they provide all of their guests with quality service?

• Customize policies

• Train employees

• Expand facilities

• Increase rates

What do guests often do when they are very satisfied with a resort’s level of service?

• Make reservations for next year’s vacation with a competitor

• Tell others about their problems with the accommodations

• Encourage coworkers and friends to visit local attractions

• Recommend the resort to family and friends

What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?

• Distribute training videos to employees

• Pay attention to competitors’ activities

• Overlook their customers’ questions

• Follow-up with their customers

Which type of behavior is required of employees to establish positive relationships with hotel guests?

• Proactive

• Apathetic

• Superficial

• Remorseful