Worksheets19
Total questions: 15
Worksheet time: 30mins
Q1. What is the purpose of the guest service role as a first point of contact with the guest? KLO 1.1
To give the guest information and answer any questions
To book the guest into the hotel
To find out how the guest will pay at departure
To take a copy of the guest’s ID
Q2. Why is the guest service role important to the hotel? KLO 1.1
It provides jobs for the local community
Enhances the guest’s experience at the hotel
It stops all complaints
It makes working in a hotel easier
Which will have the worst impact on hotel revenue if there is no regular training on the guest service role? KLO 1.1
The hotel staff are inconsistent
It will affect the guests’ perception of the hotel
Complaints from guests may increase
The occupancy rate decreases
Which of the following departments do not have a guest service role included in their job description? KLO 1.1
Food & Beverage
Accounting
Front Office
Housekeeping
Which of the following is NOT a responsibility of a guest relations officer? KLO 1.1
Welcoming guests in a friendly and professional way
Addressing and escalating guest complaints
Taking payment at check out
Providing information about the facilities of the hotel
Why is personal appearance important in the workplace?
It influences how the guest perception of the hotel
It makes the staff feel good
It keeps all the staff looking the same
The managers like it
Who is NOT an internal customer? KLO 1.3
Receptionist
Supervisor
Delivers fresh vegetables to the hotel daily
Guest staying in the hotel
Who is an external customer? KLO 1.3
Receptionist
Supervisor
Delivers fresh vegetables to the hotel daily
Guest staying in the hotel
When staff phones a member of staff in another department, that staff member is ____________ KLO 1.3
an internal customer
an external customer
a supplier of goods to the hotel
a client
How can standards of communication be monitored? KLO 1.4
Through feedback from only internal customers
Through feedback from only external customers
Through feedback from internal and external customers
Through feedback only from management
How can standards of communication be maintained? KLO 1.4
Staff to have sporadic feedback
To implement yearly staff training and re-training
Use a feedback box for staff to make comments
For the supervisor to remind staff regularly at staff briefings
What factor would cause the guest to have a negative perception of the hotel? KLO 2.1
Lack of cleanliness in public areas
Pristine appearance of staff
Good hotel décor
Lots of signs to direct guests in the hotel
How does a high standard of customer service impact on the success of the hotel? KLO 2.1
Negative reviews
Increased repeat customers
Decreased sales
Reduction in loyalty program members
A guest has complained and you have offered the best solution you can within your boundary of authority. The guest is not happy. What do you do now? KLO 2.5
Say to the guest that you have done all you can
Apologise to the guest that you have reached your limit
Let the guest leave unhappy and lose a customer
Escalate the complaint to the manager
A guest complained of a noisy guest in the next room and cannot sleep. The guest insists to be moved to another room. What do you say? KLO 3
“Yes certainly sir, I will arrange that immediately.”
“I’m sorry sir, but you will have to ask the day staff in the morning.”
“Yes, I will arrange the day staff to move you to another room tomorrow.”
“I will check now sir, if there is another room available.”
