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WorksheetsHTMP Chapter 4 Review
Total questions: 24
Worksheet time: 12mins
Name
Class
Date
1.
A particular product or company associated with a name, logo, or unique characteristic that serves to identify a particular product or company is called:
a)
A Brand
b)
A trade mark
c)
A trade name
d)
A variety
2.
For increased financial success, hospitality and tourism depend heavily on _____________ as a source of repeat business.
a)
Advertising
b)
Word-of-mouth
c)
Public relations
d)
Guest loyalty
3.
Providing guests with something worth remembering is known as:
a)
The trip experience
b)
The guest exercise
c)
The guest experience
d)
The personal experience
4.
Employees need to be able to see the guest experience from two different viewpoints:
a)
a. The business traveler’s perception and the leisure traveler’s perception.
b)
b. The front of house viewpoint and the back of house viewpoint.
c)
c. The employee’s perception of what is being provided, and the guest’s perception of what is being received.
d)
d. The guest checking in and the guest checking out.
5.
Why is the guest cycle different from the guest experience?
a)
a. Because guests come at different times and from different places.
b)
b. Because different employees are working different shifts in the hotel.
c)
c. Because of the difference in each person’s personality, background, and interests.
d)
d. Because of the different room accommodations available.
d. Because of the different room accommodations available.
6.
The stages of the guest experience cycle are:
a)
a. Thought, participation, decision, election
b)
b. Idea, decide, participate, advocate
c)
c. Research, meditation, attention, admission
d)
d. Idea, decide, advocate, participate
7.
What are the four steps to providing a seamless guest experience?
a)
Be outstanding at your job, Listen, go above and beyond, and show R.A.V.E.
b)
Show R.A.V.E.
c)
Be good at your job, Project a positive image and energy. , go above and beyond, and show respect.
d)
Be outstanding at your job; Project a positive image and energy; Provide above-and-beyond service; and Show R.A.V.E.
8.
Which of these steps is not one of the four steps to providing a seamless guest experience
a)
Be outstanding at your job
b)
Be on time for all your shifts
c)
Provide above-and-beyond service
d)
Show respect and value for everyone
9.
Why was the hospitality and tourism industry one of the first to embrace and provide for guests with special needs?
a)
a. Because they did not want to break the law
b)
b. Because they did not want to be sued
c)
c. Because it was the right thing to do
d)
d. Because it is good public relations
10.
Guest Service GOLD focuses on the______________ key gold elements necessary for delivering the very highest levels of guest service on an ongoing basis.
a)
Seven
b)
Six
c)
Eight
d)
Four
11.
Once the basics are mastered, the next step is to:
a)
a. Practice them with each guest you meet
b)
b. Begin developing the skills for above-and-beyond guest service
c)
c. Add them to your résumé
d)
d. Help coworkers to master them
12.
Why should providing above-and-beyond guest service become a routine part of a guest service professional’s day?
a)
a. Because it can lead to promotions and raises
b)
b. Because it will have a positive impact on the company
c)
c. Because it can lead to better tips
d)
d. Because it will make your day go faster
13.
Which of these elements is not one of the Guest Service GOLD elements?
a)
a. Authenticity
b)
b. Innovation
c)
c. Empathy
d)
d. Delivery
14.
What Acronym goes in the box on the Lapel Pin?
a)
Certified Gold Service Professional
b)
Certified Gold Guest Expert
c)
Certified Service Professional
d)
Certified Guest Service Professional
15.
Something given or received as an equivalent for loss of services or guest inconvenience is called:
a)
a. Commendation
b)
b. Compensation
c)
c. Competition
d)
d. Cooperation
16.
During a guest complaint situation, a very important part of guest advocacy is called:
a)
a. Guest loyalty
b)
b. Guest service
c)
c. Guest recovery
d)
d. Guest reclamation
17.
There can be three types of outcomes during a guest recovery situation; they are:
a)
a. Lose-lose, win-lose, win-win
b)
b. Lose-fail, win-fail, fail-win
c)
c. Lose-win, fail-fail, win-lose
d)
d. Lose, draw, win
18.
The fault imposed against a business for injuries that occurred on the business’s property or as a result of negligent activities by employees is known as:
a)
a. A lien
b)
b. A penalty
c)
c. A liability
c. A liability
d)
d. A charge
d. A charge
19.
Lost guest loyalty is often referred to as a lost ____________ in hospitality and tourism.
a)
a. Horizon
b)
b. Opportunity
c)
c. Cause
d)
d. Dog
20.
The hospitality and tourism industries have long recognized the need to measure how successful they are in meeting and exceeding guest expectations. The tool most commonly used is the:
a)
a. Guest Service Measurement
b)
b. Guest Service Medium
c)
c. Guest Selection Measurement
d)
d. Guest Satisfaction Measurement
21.
Successful hospitality operations know that a happy guest is likely to visit often, ________________, and will recommend others do the same.
a)
a. Stay longer
b)
b. Spend more
c)
c. Be nicer to employees
d)
d. Spend twice as much
22.
Any negative impact on guests can also have a negative impact on revenue and profits.
a)
True
b)
False
23.
Regularly providing guests with the chance to give feedback about their guest experience is not the best method of determining success or the need for change.
a)
True
b)
False
24.
Another goal of allowing guests to rate their experiences is to find out the popularity and importance of guest activities, amenities, or services
a)
True
b)
False
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