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WorksheetsNghiệp vụ lễ tân G2 (Chapter 11) - Managing Hospitality
Total questions: 23
Worksheet time: 12mins
Which of the following most likely happens if a complaint is resolved quickly?
The guest will do business again with the hotel.
The guest will write a negative review about the hotel.
The guest will advise friends against the hotel.
The guest will leave the hotel for good.
Fill in the blank:
In hospitality industry, it is important to meet the guest’ _______ by fulfilling their needs and wants.
expectations
satisfactions
experiences
hopes
Fill in the blank:
Hospitality is a/an _____ consideration for both the guest and the hotel entrepreneur.
important
insignificant
valueless
worthless
Fill in the blank:
An example of a moment of truth is an interaction that occurs between _______ and leaves a lasting positive or negative impression of the establishment on the customer.
Two customers
A customer and the service provider
An employee and a manager
A customer and a local
Fill in the blank:
Every time the hotel guest encounters some aspect of the hotel, he or she will judge its _____.
view
hospitality
operation
activities
Fill in the blank:
“The focus of entertaining is impressing others; the focus of hospitality is ______.”
accommodating others
catering others
serving others
transporting others
Hotel staff should only be hospitable to VIPs and patrons. TRUE or FALSE?
true
false
As a rule, a Front Desk Clerk (FDC) should never leave the front desk. What should a FDC respond in this situation to show hospitality while maintaining professionality?
Guest: (On the phone) Hello, you have to come to my room right now. There has been a short-circuit.
FDC: ................
I'm really sorry, but you'll have to bear with it for now.
I don't know, sir. This is not what I'm good at.
Calm down, sir. I'll send someone there right away.
I see what happened, so don't worry.
Which of the following act does NOT show a hotel's hospitality?
Appreciate guests
Satisfy guest's needs
Use guest's name
Push guests to use extra services
The degree of hospitality is negatively correlated with the degree of guests’ satisfaction. TRUE or FALSE?
TRUE
FALSE
Fill in the blank:
Hospitality involves not only a positive attitude but also an array of _____ that meet guests’ needs and make the guest’s stay enjoyable.
staff
facilities
options
services
Fill in the blank:
When greeting guests, hotel staff should always_____.
Smile
Make eye contact
Have welcoming body language
All are correct
Hospitality is not an option; it must be a standard in the hotel industry. TRUE or FALSE?
TRUE
FALSE
Hospitable treatment of guests must not be a standard operating procedure to prevent negative advertising. TRUE or FALSE?
TRUE
FALSE
Fill in the blank:
The moments of truth need to be an organized and concerted effort by ______.
Guests and hotel staff
Owners, managements, and hotel staff
The managements
Owners and managements
Identifying the components of the guest service cycle to optimize it is necessary to improve service delivery. TRUE or FALSE?
TRUE
FALSE
