Enhancing Guest Experience in Hospitality Units 4.02 and 4.03

What is employee empowerment in the context of hospitality?

• The ability for employees to make decisions on behalf of the guest with management support

• The process of hiring new employees

• The act of cleaning guest rooms

• The use of technology to automate tasks

Which of the following is a service recovery model used to resolve guest issues?

• HEARD

• SMART

• FAST

• CLEAN

What does the "E" stand for in the HEARD service recovery model?

• Empathize

• Evaluate

• Engage

• Explain

Which of the following is NOT a step in the LEARN service recovery model?

• Listen

• Empathize

• Apologize

• Notify

What is the main purpose of service recovery in hospitality?

• Correcting errors in a guest service experience

• Hiring new staff

• Reducing costs

• Automating reservations

Which of the following is a tool used to measure guest satisfaction?

• Online reviews

• Employee uniforms

• Room size

• Menu variety

Who can influence online reviews in the hospitality industry?

• Influencers

• Housekeeping staff only

• Only the hotel manager

• Only chefs

Which of the following is a responsibility of housekeeping employees?

• Ensuring safety and security

• Managing online reviews

• Making reservations

• Cooking meals

Which of the following is a Certified Guest Service Professional competency?

• Recovery

• Typing speed

• Financial analysis

• Marketing

What is one benefit of technology in hospitality operations?

• Efficiency

• Increased paperwork

• More manual labor

• Higher costs