NEW
Font size
WorksheetsAD GRM Semester 1 Revision
Total questions: 60
Worksheet time: 2hrs 0mins
1. When presenting products and services, you should
Give the guest information about all of the room types and services
Give the guest information according to guest type
Give the guest information according to nationality
Give the guest information according to their age
1. What are key points in service delivery?
Be kind, helpful, and available
Be fast, available, and interesting
Be helpful, fast, and beautiful
Be kind, helpful, and available
1. If a guests asks a question about the restaurant food, which department do you ask?
Front office
Food and Beverage
Concierge
Housekeeping
1. Building rapport includes
Cleaning the guest room
Encouraging guests to use the pool
Keeping in touch/sending emails and messages
Settling (finishing) the bill
1. When making the sale you shouldn’t
Ask questions
Tell the guest the price
Push hard
Confirm information
1. Staff establish contact with guests by
Smiling at them and/or to speaking to them
Giving a discount at the restaurant
Calling Human resources
Upgrading their room
1. What is the order of the 4 stages of the service cycle
Pro-arrival, arrival, occupancy, departure
Pre – arrival, arrival, occupancy, departure
Arrive, pre-arrival, departure, occupancy
Occupant, arrival, departure, pre-arrival
1. When housekeeping cleans and prepares the guest’s room, what stage is this?
Arrival
Pre-arrival
Occupancy
Departure
1. What shouldn’t you do when trying to sell a room?
Exaggerate
Be honest (don’t lie)
Tell the guest what is unique/special
Understand your guest
1. Building rapport does not include
Smiling
Collecting questionnaires
Asking questions
Giving information
1. In which situation would you need to contact a manager?
Checking a guest in
Accepting payment from a guest
Giving a free night stay
Checking a guest out
1. If the guest is 15 or less feet away, establish contact through a
Smile
Eye contact
Approaching them
All of the above
1. Which survey type would be best to understand how happy guests are?
Customer Satisfaction
Net Promoter
Things Gone Wrong
Customer Effort Score
1. Which survey type would be best to understand if a guest plans to return to your hotel and tell others (family, friends) about it?
Customer Satisfaction
Net Promoter
Things Gone Wrong
Customer Effort Score
What should a hotel do during a high season?
Hire more staff
Close the pool
Fire staff (less)
Decrease room rates
1. What is the general Legislation called that protects consumers across the world?
Consumer Protection Rights
Statute of Consumer Protection Association
Consumer Protection Association
None of the above
1. What is the role of the new Tourism Law 2016 which generally used worldwide?
Regulate the tourism industry
Creates interaction between the different sectors within the tourism Industry
Regulates the relationship between service providers (hotels) and consumers (hotel
All of the above
What are the legal obligations of the hotel to the guest in relation to prices?
The prices are only to be given at the time of booking
To tell guests the prices charged only if they ask
To display the hotel’s services and prices in a visible location
The prices are only to be given at the time of booking AND To display the hotel’s services and prices in a visible location
What are services to guests
Things that guest can get from the hotel facilities
Products and food that is available to take home
Welcome reception, transportation, amenities, concierge and taking care of the guests needs
Facilities for the breakfast
1. Implement standard house protocols for problem situations mean
Having procedures and process in place to deal with complaints and creating a follow-up
Steps to know how to get a guest to leave the hotel
Financial transaction for paying
Manager’s discretion for guest that are in the hotel
A guest’s first impression of an establishment occurs
At the first contact.
When ordering the food.
After greeting and seating.
After they have tasted the food
1. Promoting local and regional foods on the menu to international guests
Increases food sales
Is the best way to earn tips.
Is a way of enhancing the guests’ experience?
Offers the opportunity of selling unpopular foods.
1. A guest that is lactose intolerant should avoid menu items that contain
Eggs
Dairy
Wheat
Gluten
1. A credit card is valid when
The name on the card and the reservation name match.
The date on the card has not expired.
The card is issued by a local bank.
The credit card has a photo ID.
1. Which of these must be avoided for effective communication?
Sharing of activity
Listening
Ambiguity
Politeness
1. What will promote a positive impression of the organization?
Smiling and listening attentively
Looking up at the guest’s face
Looking down on the floor
Turning your head away when the guest’s speaks to you
1. You should use guests name correctly and __________________ at all times
Fabulously in time
Frequently and occasionally
Appropriately
Securely
1. What must products for sale be?
Described correctly
They must work
Be in satisfactory condition
All of the above
1. What types of housekeeping requests do guests make?
Requests for additional amenities such as bath linen, soap, shampoo, shaving kits etc
Requests that are pertaining to the restaurants and the room service, Food, etc
A and B
Only A
1. When do you confirm guests’ requests and ensure that it is clearly understood by you and the guest?
When you confirm their request/ information back to them and they accept that the information is correct
When the guest understands what you are saying even if it is different
When the message is given to another staff member
When the receiver understands the message but tells you ‘No that’s not what I have requested’
1. Why is the reception role important to the other departments in a hotel?
They safeguard guest property.
They display the company logo.
They circulate information.
They take payments from guest.
1. What is a specific responsibility of front office when providing reception service?
Lost property is received.
Guest questionnaires are provided.
Catering event are organized.
Welcome drink is left by the bed.
1. Why should guest accounts be kept up to date?
To allow guests to extend their stay.
To avoid any charges being missed.
To check income on a daily basis
To provide work for all shifts.
1. What procedure will aid the efficient early morning departure of a group?
Extra bills are settled the night before.
Bags are packed ready to take a way.
Luggage is brought down the night before.
Check out is done on a floor by floor basis
1. What term describes room with two beds?
Suite
Double
Twin
Single
1. Which report should not be produced on a daily basis?
Room status
Occupancy forecast
Expected arrivals
Rooms out of order
1. The guest registration procedure includes the following
Filling out information for length of stay, payment procedure and dates for next visit
Filling out information for length of stay, payment procedure, identification details, rates and discounts.
Welcome the guests, greet them positively and ask about their stay in the hotel.
Welcome the guest, note the names and address and send them to their rooms
1. When Rooming guests the following steps are important
Check if the guest wants a booking in the restaurant
Make sure to issue keys and the guest can find directions to the room themselves
Issue keys and then help the guest with the room directions
Check all identification details for the guest and make notes in register
1. The expected arrivals report is to be made at what time?
1 hour before the guest is expected to arrive
Once every month
Completing information on system login, room summaries, housekeeping reports etc
Staff birthdates
Why is it most important to update room status?
Porters will be able to collect bags.
Housekeeper can check rooms.
Vacant rooms can be offered for re-sale.
Arrivals lists can be prepared.
1. What is the first way that a reception can establish rapport with a new guest?
Offer them a welcome drink.
Greet them with a smile.
Use their name frequently.
Give them a welcome pack.
1. Why should reception follow agreed processes for express checkout?
It is important to service the guest properly and following the agreed process helps achieve efficiency
Other guests could be kept waiting
Late charge may be missed
Feedback forms may not be processed
1. Why should reception recover electronic key card on reception?
To encourage guests to spend more
It may have important information about the guest
. It is not important to recover the electronic keycard
They can be re-programmed to use again
1. Why is it important to respond to guest queries accurately?
To encourage guests to spend more
To increase customer satisfaction
To reduce the number of complaints
. To help staff members work better
1. What are the characteristics of a good receptionist?
Ability to work independently
A brilliant communicator
Exceptional time management
All of the above
1. What typical uniform requirements apply within guest service operations?
You can wear anything you desire
Smart business attire must be worn
A uniform must be worn (If required by the company)
B and C
1. Internet access , Airport pickup, Laundry are all
Products and services that hotels provide
Housekeeping’s duties
. Are only provided to the friends of management
All of the above
1. If the customer receives poor service
They will give the hotel a good review
They will come back and stay at the hotel
It will affect the business badly
They will advise their friends and family to come and stay at the hotel
1. How does poor personal presentation affect the business?
Dressing down can affect your psychological approach to work
Customers may take you less seriously
A and B
It makes you look cool
1. When presenting the different products and services to customers you should
Up sell
Make promises that you can’t keep
Give away products for free
Tell them the disadvantages of a product
1. Which factors might influence the customer’s choice of accommodation provider?
Efficient staff
Food and Beverages
Basic amenities
All of the above
1. When you are sick and cannot attend work you should
Let your line manager know that you won’t be able to attend
Not contact anyone
Still go to work
Go into one of the hotel rooms to sleep
1. How can services be differentiated?
Cost, quality, availability
Quality and quantity
None of the above
They cannot be differentiated
1. Why is personal hygiene important in delivering guest services?
It is not important
You may come into contact with food
It gives a good impression to guests
B and C
1. Why is the first point of contact with the guest the most Important?
The front office is the heart of a hotel
It's the first and last areas guests see and interact with
How well the front office operates can create repeat business or drive customers away
All of the above
1. Are all the products in a hotel complementary?
Yes
No, they are not but I can give out (unauthorised) free products to my friends and family
No
None of the above
1. What are the consequences of violating a company’s dress code?
A verbal or written warning is often the starting point
If you lose your job over poor dress, you likely won't get a favourable job referral
There are no consequences
A and B
1. Outstanding interpersonal skills, dependability and brilliant communication are traits of what?
A professional receptionist
A head chef
The guests
The bellboy
1. You are working in a hotel reception, one of your customers who booked a room a month in advance has arrived and they are a wheelchair user; your elevator stopped working earlier that day and maintenance are taking longer than expected to fix it; which means the guest can't go up to their room. What do you do?
Ignore the guest and carry on with what you were doing
Apologise to the guest and offer them a complementary drink explain that the elevator will be fixed as soon as possible
Tell the guest to go home
Blame maintenance and tell them to wait and call the manager
1. When handing over a shift the following details are to be kept in mind are prepared for:
Sales forecast reports
Advertisements and promotion material for the hotel
Completing information on system login, room summaries, housekeeping reports etc
Staff birthdates
