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WorksheetsHospitality and Tourism 4.01
Total questions: 13
Worksheet time: 26mins
Why do hospitality employees need to be able to relate to different types of people?
To maintain a positive attitude
To achieve their personal goals
To provide good customer service
To complete paperwork correctly
What do all hospitality employees need to possess to handle customers' complaints effectively?
Brainstorming abilities
Active listening skills
Technical knowledge
Financial skills
What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?
Eastern
Acceptance
Safety
Shelter
What is the last step in effectively handling a hotel guest's complaint?
Following up with the guest to ensure satisfaction.
Apologizing to the guest for making the mistake.
Listening to the customer's complaint to determine what to do.
Asking the appropriate employee to solve the problem.
What personal quality is important to express when handling a hotel guest's complaint?
Defensiveness
Indifference
Empathy
Anger
Why are "critical moments" during customer interactions important to a hospitality business?
During these critical moments, employees receive necessary training to perform their jobs.
During these critical moments, customers form impressions and opinions about the business.
During these critical moments, managers establish policies that guide business activities.
During these critical moments, employees gather information about the business.
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 if they have any questions about tour site that they are visiting.
A hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city.
A customer has to wait on hold for a long time to make a hotel reservation by telephone.
The hostess greets customers in a prompt, friendly manner as soon as they enter a restaurant.
Which of the following is an expectation of all hospitality and tourism customers?
To pay the minimal amount for goods and services.
To be treated with respect by employees.
To achieve self-actualization needs.
To obtain adequate sleeping accommodations.
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 brand element.
A guest complaint.
A guest inquiry.
Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?
Internet access
Food-vending machines
Self-checkout kiosks
Baggage claim
What is a primary characteristic of quality service in the hospitality industry?
Provides guests' with entertainment.
Satisfies employees' basic needs.
Ensures a business's financial success.
Exceeds customers' expectations.
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
What is an important aspect of handling a hotel guest's complaint?
Invoice processing
Consensus building
Passive listening
Problem solving
