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Nghiệp vụ lễ tân (Chapter 11) - Managing Hospitality

Total questions: 37

Worksheet time: 19mins

Name
Class
Date
1.

Which of the following most likely happens if a complaint is resolved quickly?

a)

The guest will do business again with the hotel.

b)

The guest will write a negative review about the hotel.

c)

The guest will advise friends against the hotel.

d)

The guest will leave the hotel for good.

2.

Fill in the blank:


In hospitality industry, it is important to meet the guest’ _______ by fulfilling their needs and wants.

a)

expectations

b)

satisfactions

c)

experiences

d)

hopes

3.

Fill in the blank:


Hospitality is a/an _____ consideration for both the guest and the hotel entrepreneur.

a)

important

b)

insignificant

c)

valueless

d)

worthless

4.

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.

a)

Two customers

b)

A customer and the service provider

c)

An employee and a manager

d)

A customer and a local

5.
Which of the following is a definition of hospitality?
a)
the commercial organization and operation of vacations to places of interest
b)
the generous and cordial provision of services to a guest
c)
the process of preparing and serving of food and beverages to the customers
d)
the action of helping or doing work for someone
6.

Fill in the blank:


Every time the hotel guest encounters some aspect of the hotel, he or she will judge its _____.

a)

view

b)

hospitality

c)

operation

d)

activities

7.

Fill in the blank:


“The focus of entertaining is impressing others; the focus of hospitality is ______.”

a)

accommodating others

b)

catering others

c)

serving others

d)

transporting others

8.

Hotel staff should only be hospitable to VIPs and patrons. TRUE or FALSE?

a)

true

b)

false

9.
Which of the following attribute of a hotel staff contributes to hospitality standard of hotel services?
a)
indifference
b)
compassion
c)
hostility
d)
recklessness
10.

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: ................

a)

I'm really sorry, but you'll have to bear with it for now.

b)

I don't know, sir. This is not what I'm good at.

c)

Calm down, sir. I'll send someone there right away.

d)

I see what happened, so don't worry.

11.

Which of the following act does NOT show a hotel's hospitality?

a)

Appreciate guests

b)

Satisfy guest's needs

c)

Use guest's name

d)

Push guests to use extra services

12.
Which of the following statement is TRUE about guest satisfaction in the hotel industry?
a)
The hotel hears from 96% of its unhappy customers
b)
Guests love to verbalize their compliments and complaints.
c)
Happy customers are more likely to return.
d)
There is no way to satisfy unhappy customers.
13.
Which of the following is the most powerful and popular advertising strategy in hospitality industry?
a)
Word-of-mouth
b)
Celebrity branding
c)
Websites
d)
Facebook ads
14.

The degree of hospitality is negatively correlated with the degree of guests’ satisfaction. TRUE or FALSE?

a)

TRUE

b)

FALSE

15.
All employees should continuously improve their ability to provide on demand products and services that customers will find of particular value. TRUE or FALSE?
a)
true
b)
FALSE
16.

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.

a)

staff

b)

facilities

c)

options

d)

services

17.

Fill in the blank:


When greeting guests, hotel staff should always_____.

a)

Smile

b)

Make eye contact

c)

Have welcoming body language

d)

All are correct

18.

Hospitality is not an option; it must be a standard in the hotel industry. TRUE or FALSE?

a)

TRUE

b)

FALSE

19.
Which of the following is a representation of "Hospitality" in the hotel industry?
a)
Caring
b)
Welcoming
c)
Empathizing
d)
Respectful
e)
All are correct
20.

Hospitable treatment of guests must not be a standard operating procedure to prevent negative advertising. TRUE or FALSE?

a)

TRUE

b)

FALSE

21.
Which of the following segments is NOT under the hospitality industry?
a)
Travel and Tourism
b)
Food and Beverages
c)
Lodging
d)
Recreation
e)
Retail
22.

Fill in the blank:


The moments of truth need to be an organized and concerted effort by ______.

a)

Guests and hotel staff

b)

Owners, managements, and hotel staff

c)

The managements

d)

Owners and managements

23.

Identifying the components of the guest service cycle to optimize it is necessary to improve service delivery. TRUE or FALSE?

a)

TRUE

b)

FALSE

24.
Which of the following is a benefit of maintaining hospitality in the hotel industry?
a)
Distinguish different guest types
b)
Boosts customer retention
c)
Enhance job satisfaction
d)
Increase the number of customer feedback.
25.
In many hotels, incentive programs for employees are introduced for which of the following purpose?
a)
To encourage staff to maintain hospitality
b)
To increase staff salary
c)
To make incompetent staff redundant
d)
To limit new recruiment
26.
Which of the following represents the "episode(s) in which a customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression?"
a)
The guest cycle
b)
The service strategy statement
c)
The moment of truth
d)
The customer loyalty program
27.
Who would benefit if hospitality is provided in hotel?
a)
Guest
b)
Hotel
c)
Staff
d)
All are correct.
28.
To produce an effective service management program, what must be identified first?
a)
Moments of truth
b)
Staff capabilities
c)
Hotel's operating statistics
d)
Guest needs
29.

Which of the following is considered an expression of hospitality? (Choose more than 1 answer)

a)

Care

b)

Discrimination

c)

Enthusiasm

d)

Courteousness

e)

Hostility

30.
Why is hospitality a subjective concept?
a)
Because hotel staff can have their own way of delivering hospitality.
b)
Because hotel managers change hospitality policies all the time.
c)
Because each guest perceives a hospitable act differently.
d)
All are correct.
31.
Besides the necessary services provided to make guest's stay enjoyable, what is also an important factor in deciding hospitality level?
a)
Staff's presence
b)
Staff's look
c)
Staff's attitude
d)
Staff quantity
32.

Which of the following is NOT part of the accommodation sector?

a)

Hotels and resorts

b)

Bed and Breakfast

c)

Camp and Park Lodges

d)

Takeaway

33.
Which of the following is the main reason why hotels always want to limit the number of unhappy customers?
a)
To satisfy unhappy customers
b)
To encourage them to write reviews
c)
To limit negative word of mouth
d)
To resolve unwanted issues
34.
Which of the following is TRUE about hospitality as a concept?
a)
Each guest defines hospitality differently.
b)
Every culture perceives hospitality in the same way.
c)
Hospitality is a natural attribute for all people.
d)
Hospitality can be an optional choice for hotel standards.
35.
Success or failure in providing hospitality often determines the success or failure of the hotel. TRUE or FALSE?
a)
true
b)
false
36.

Which of the following refers to the formal recognition by management that hotel will strive to deliver the products and services desired by the guest?

a)

Service strategy statement

b)

Moments of truth

c)

Service management program

d)

Total quality management

37.
Which of the following is an example of Moment of Truth when guest stays at a hotel?
a)
Guest meets the bellboy at the entrance
b)
Guest arrives at the local airport
c)
Guest is picked up by the taxi driver
d)
Guest goes shopping at a local market

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