What are the key elements of excellent customer service?

Mastering Hospitality Reception

Quiz
•
Hospitality and Catering
•
Professional Development
•
Easy
Maida Malik
Used 1+ times
FREE Resource
29 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Strict policies
Effective communication, empathy, product knowledge, responsiveness, follow-up.
Limited hours
High prices
2.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
How should you handle a reservation request over the phone?
Take the reservation without confirming details.
Ignore the caller and hang up.
Ask the caller to call back later.
Greet the caller, confirm details, and take reservation information.
3.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What steps should you take when a guest complains about their room?
Blame the guest for the issue.
Listen, acknowledge, assess, offer solutions, and follow up.
Offer a discount without addressing the problem.
Ignore the complaint and move on.
4.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Describe the check-in process for a new guest.
No need for ID or payment
The check-in process for a new guest includes greeting, verifying reservation, collecting ID and payment, issuing room keys, and providing hotel information.
Checking in online only
Room assignment based on availability
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What information is typically required during the check-out process?
Favorite color
Name, shipping address, billing address, payment information, and contact information.
Social security number
Date of birth
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
How can effective communication enhance guest experiences?
Effective communication leads to longer wait times for guests.
Effective communication reduces the need for staff training.
Effective communication enhances guest experiences by ensuring personalized service, managing expectations, and resolving issues promptly.
Effective communication makes it harder to understand guest needs.
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
What are some common cultural differences to be aware of in hospitality?
Dress codes in hospitality
Types of cuisine served
Common cultural differences in hospitality include communication styles, dining etiquette, tipping practices, personal space, and punctuality.
Hotel room sizes and layouts
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