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WorksheetsHT Unit 4.00 Review
Total questions: 26
Worksheet time: 13mins
What is an important aspect of handling a hotel guest’s complaint?
Problem solving
Passive listening
Invoice processing
Consensus building
What should a tour guide do when handling the complaint of an angry tourist?
Negotiate terms
Explain policies
Offer criticism
Remain calm
Why are “critical moments” during customer interactions important to a hospitality business?
During these critical moments, employees gather information about the business.
During these critical moments, customers form impressions about the business.
During these critical moments, managers establish policies that guide business activities.
During these critical moments, employees receive necessary training to perform their jobs.
Which personal quality is important to express when handling a hotel guest’s complaint?
Aggressiveness
Defensiveness
Indifference
Empathy
Which is a convenience service that a motel might provide its guests to expedite the morning departure process?
Baggage claim
Internet access
Self-checkout kiosks
Food-vending machines
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 guest complaint
A brand element
A guest inquiry
What is a primary characteristic of quality service in the hospitality industry?
Ensures a business’s financial success
Provides guests with entertainment
Satisfies employees’ basic needs
Exceeds customers’ expectations
What do all hospitality employees need to possess to handle customers’ complaints effectively?
Brainstorming abilities
Technical knowledge
Active listening skills
Financial aptitude
Which type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?
Acceptance
Esteem
Safety
Shelter
Which is an expectation of all hospitality and tourism customers?
To achieve self–actualization needs
To be treated with respect by employees
To obtain adequate sleeping accommodations
To pay the minimal amount for goods and services
What is the last step in effectively handling a hotel guest’s complaint?
Apologizing to the guest for making the mistake
Following up with the guest to ensure satisfaction
Asking the appropriate employee to solve the problem
Listening to the customer’s complaint to determine what to do
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 complete paperwork correctly
To provide good customer service
Which is an example of a critical moment in which a customer may form a negative opinion about a hospitality or tourism business?
A tour guide asks tourists if they have any questions about the tour site that they are visiting.
A customer has to wait on hold for a long time to make a hotel reservation by telephone.
The maître d’ greets customers in a prompt, friendly manner as soon as they enter a restaurant.
A hotel guest enters a guest room that is clean and attractive and has a beautiful view of the city.
A hotel restaurant employee said, “Mr. Jones, I took your breakfast order correctly. The kitchen staff didn’t prepare your food the way that you wanted it.” Which inappropriate action did the employee take in handling the customer’s problem?
Providing a sincere apology
Placing blame on someone else
Offering to correct the food order
Asking the manager to handle the issue
When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?
Establishing political alliances with his coworkers
Promoting the hotel by sharing his experiences with others
Encouraging his coworkers to treat each other with respect
Building positive customer relationships through quality service
A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?
Apologize for the mistake and correct the food order
Ask the guest if he or she would be willing to keep the meal
Have the manager talk with the guest about the problem
Go to the kitchen and tell the chef that he or she made a mistake
Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?
To encourage safety
To generate publicity
To remain competitive
To analyze productivity
What should a motel employee possess to foster positive relationships with the motel’s guests?
An aggressive attitude
A laid-back personality
A competitive point of view
A customer-service mindset
What do many travel agencies use to find out if clients were satisfied with the service they received from the agency as well as with the vacation package that they purchased?
Tour reports
Booking slips
Sales records
Comment cards
Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?
Building a clientele
Using suggestion selling
Developing a prospect list
Training contracted workers
What can hotels do to help ensure that they provide all of their guests with quality service?
Customize policies
Train employees
Expand facilities
Increase rates
What do guests often do when they are very satisfied with a resort’s level of service?
Make reservations for next year’s vacation with a competitor
Tell others about their problems with the accommodations
Encourage coworkers and friends to visit local attractions
Recommend the resort to family and friends
What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?
Distribute training videos to employees
Pay attention to competitors’ activities
Overlook their customers’ questions
Follow-up with their customers
Which type of behavior is required of employees to establish positive relationships with hotel guests?
Proactive
Apathetic
Superficial
Remorseful
Due to a problem with an aircraft, an airline delayed the plane’s takeoff. As a result, passengers waited in the plane on the runway for several hours, which caused them stress and discomfort. Many of the passengers missed their connecting flights to their final destinations. Which action is the best for the airline to take to compensate the passengers for their inconvenience and distress?
Offer the passengers a quick apology
Refund the passengers’ money for the flight
Develop a press release to explain the situation
Provide the passengers a small discount on meals
A guest complained that he or she reserved a room with a view of the ocean but got a room with a view of the courtyard. What is the best way for a hotel employee to compensate the guest in this situation?
Ask housekeeping to clean the room
Provide the guest with extra towels
Offer to give the guest a discount
Ignore the guest’s complaint
