Hospitality & Tourism Final Review Unit 4

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

• Brainstorming abilities

• Technical knowledge

• Active listening skills

• Financial aptitude

Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?

• Baggage claim

• Internet access

• Self-checkout kiosk

• 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

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 of the following is an example of a critical moment in which a customer may form a negative opinion about a hospitality/tourism business?

• A tour guide asks tourists they have any questions about tour site that they are visiting.

• A customer has to wait on hold for a long time to make a hotel reservation by telephone.

• The maître d' greets customers in a prompt, friendly manner as soon as they enter a restaurant.

• A hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city

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

• Negotiate terms

• Explain policies

• Offer criticism

• Remain calm

A hotel restaurant employee said, Mr. Jones, I took your breakfast order correctly. The kitchen staff didn't prepare your food the way that you wanted it. What inappropriate action did the employee take in handling the customer's problem?

• Providing a sincere apology

• Placing blame on someone else

• Offering to correct the food order

• Asking the manager to handle the issue

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

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

• Problem solving

• Passive listening

• Invoice processing

• Consensus building

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

• Acceptance

• Esteem

• Safety

• Shelter