WorksheetsLast Holiday (2006) – Customer Service Study & Quiz
Total questions: 20
Worksheet time: 13mins
What is Georgia Byrd’s occupation at the beginning of the film?
Travel agent
Cookware saleswoman
Department store employee in cookware
Casino waitress
Why does Georgia decide to go on a lavish vacation?
She wins a sweepstakes
She inherits money
She is diagnosed with a terminal illness
She’s celebrating a promotion
Where does Georgia travel for her dream vacation?
Venice, Italy
The Grandhotel Pupp in Karlovy Vary, Czech Republic
A resort in the Bahamas
Paris, France
Which famous chef does Georgia admire?
Chef Jacques
Chef Didier
Chef Marcel
Chef Jean-Paul
What kind of service does Georgia receive upon arrival at the hotel?
Dismissive
Warm VIP treatment
Confusing
Indifferent
How does Georgia’s attitude toward life change after the diagnosis?
She becomes fearful
She withdraws from people
She begins to live boldly
She takes more naps
What hobby does Georgia enjoy that connects her to Chef Didier?
Painting
Fishing
Cooking
Gardening
How do the wealthy hotel guests react to Georgia at first?
They embrace her
They ignore her
They are rude and suspicious
They ask her to leave
What does Georgia leave behind when she decides to go on her trip?
Her apartment
Her church group
Her job and life savings
Her family
Who is Georgia's love interest in the film?
Chef Didier
Her boss Kragen
Senator Dillings
Sean Matthews
Explain why the hotel staff begin treating Georgia with VIP service.
Because she is a famous celebrity.
Because of a mistaken identity.
Because she is a regular guest.
Because she is the hotel owner's daughter.
A guest or staff member shows poor customer service when they:
Greet customers warmly and offer help
Ignore customers and respond rudely
Listen carefully to customer needs
Resolve issues quickly and politely
Georgia’s gratitude and personality influence the way others treat her by:
Making others treat her kindly and with respect
Causing others to ignore her
Making others jealous of her
Leading others to avoid her
How does Chef Didier demonstrate good customer service with Georgia?
He listens to her feedback, treats her as a fellow food lover, and includes her in the kitchen, showing respect and valuing her as more than just a guest.
He ignores her preferences and serves her the standard menu without any changes.
He rushes her through the meal and avoids any conversation.
He only interacts with her when taking her order and does not engage further.
How does the movie emphasize that great service is about more than money?
Customer Service in Hospitality & Tourism: Key Moments Which of the following is an example of excellent service?
A) Reception and Concierge treating Georgia like a high-value guest
B) Class-Based Assumptions
C) Kragen’s Demands
D) Medical Misdiagnosis
Which example shows personalized attention and friendly tone in luxury settings?
Spa and Dining Staff
Kragen’s Demands
Medical Misdiagnosis
Class-Based Assumptions
What is an example of poor service based on unconscious bias in service delivery?
A) Class-Based Assumptions
B) Reception and Concierge
C) Chef Didier’s Engagement
D) Spa and Dining Staff
Which example represents a challenge with difficult customers that tests service professionalism?
Kragen’s Demands
Medical Misdiagnosis
Reception and Concierge
Spa and Dining Staff
Which example shows how rushed, careless communication can damage trust and service quality?
A) Medical Misdiagnosis
B) Chef Didier’s Engagement
C) Reception and Concierge
D) Class-Based Assumptions
