WorksheetsFront Office-Personalized customer service
Total questions: 10
Worksheet time: 5mins
What PMS (Property management system) is The Five Residences HaNoi using?
Opera
ezCloud
Smile
Skyhotel
Which of the following positions belongs to FO but placed in the back?
Concierge
Bell Attendants
Receptionist
Telephone Operator
Tailoring a specific service for the individual’s needs or customizing service by recognizing what a guest wants is …
Personalized service
Individual service
VIP service
Self-service
Which is not a way to personalize the guest experience?
Send pre- and post-stay emails
Build guest profiles
Avoid using guests’ name
Welcome guests with paperless check-in
Existing issues of The Five Residences Hanoi that our group has mentioned:
Increase in FO department workload
No response to the guests' problem immediately
High customers satisfaction
All of above
The Five Residences Hanoi's target customers are:
Foreign guests
Long-stay guests
Business guests
All of above
Hotels can use technology to improve personalized service in which of the following stages?
Pre-arrival
Upon arrival
Post-departure
All of the above
Which of the following is not the tip for delivering proper guest service to foreign travelers?
Understand their culture
Communicate
Limit interactions
Survey your clients
What are the ways to handle guests’ complaints?
Listen, stay calm, tell guest what can be done
Isolate the guest from other guests
Preserve the guest’s self-esteem
A and C
All of the above
Guests’ complaints about lack of assistance from concierge is an example of:
Attitudinal complaint
Mechanical complaint
Service-related complaint
Unusual complaint
