WorksheetsHTMP Assessments Chapter 3 Test
Total questions: 25
Worksheet time: 13mins
When Mrs. DeGeus travels, she rents a car with leather interior and the latest technology accessories. When she reserves a hotel room, she selects a property that offers white glove service. When making a dinner reservation, she chooses a restaurant with a reputation for giving personalized attention. What type of traveler is Mrs. DeGeus?
Leisure traveler
Family traveler
Business traveler
Luxury traveler
When might working conditions cause a guest service problem?
When the organization is short staffed during busy times
When employees do not have the right equipment to do their jobs
When the work atmosphere is neither inclusive nor values diversity
When managers do not use team problem solving practices
Mr. Boyd travels to several different cities each year for work. He likes staying at Garden Select brand hotels. He receives great guest service, and the business centers and workout facilities are helpful to him, too. The only time Mr. Boyd does not stay at a Garden Select brand hotel is when the city in which he is staying does not have one. What is this behavior called?
Guest loyalty
Guest experience
Guest recovery
Guest expectations
You have a group of guests coming to ride the zoo’s new zip line attraction. What is one important thing to strive for as the guests arrive?
Complete guest accounting transactions in a timely manner.
Let the guests know that you have not forgotten about them.
Form a positive first guest impression.
Collect information about guest preferences.
What is an appropriate recovery solution when a guest complains that the property has no gym?
Refund one night’s room and tax on her guestroom stay.
Offer a sympathetic ear and allow the guest to vent her frustrations.
Find a reasonable compromise and follow up with coaching or counseling.
Provide the guest with a free meal in the restaurant.
During what step of team problem solving do team members state specific results they want to achieve?
Develop possible solutions
Implement the best solution
Brainstorm to identify problems and root causes
Prioritize problems and select a problem to solve
When answering e-mails from guests after their departure, you should:
respond to a blend of negative and positive comments.
respond to only complaints and negative reviews.
blatantly advertise your business in your response.
take comments personally.
Maria stops for a moment to take a sip of water. Then, she continues her donkey ride down the cliffs of the Grand Canyon. An hour later, her guide directs the entire group to stop and put down blankets for a picnic lunch. What part of the guest cycle is this?
Departure
Arrival
Occupancy
Pre-arrival
When is a guest cycle “seamless?”
When guests share comments about a property
When one guest departs and another arrives
When guests return to the same property
When guest interactions flow smoothly
What is guest recovery?
Safety practices and procedures that affect guests
Resolving complaints to the guest’s satisfaction
Observations, encounters, and events of a guest’s stay
Choosing to stay at the same property repeatedly
Analiese is usually cheerful with guests. However, right now she is flustered because she just spilled hot coffee on her uniform. On her way to the restroom to clean the spill, a guest approaches her saying, “Can you show me the way to the swimming pool?” Analiese replies, “Not now! Can’t you see I am covered in hot coffee?” Once the proper guest service solution is implemented for this guest, what should Analiese’s manager do next?
Find out the root cause of the service breakdown.
Listen to what the guest feels would correct the situation.
Determine whether the situation warrants guest recovery.
Follow up with coaching or counseling for Analiese.
The Alliance Medical large group general session started one-half hour ago. In ten minutes, attendees will break into small groups for discussion. The small group session rooms are ready with tables, chairs, and snacks. However, the group coordinator is wondering why the coffee station is not set up. Your paperwork for this group said nothing about setting up a coffee station in the hallway. What should you do?
Bring the general session and small group session banquet teams together to develop a plan for setting up the coffee station.
Assume the information on your paperwork is correct and ignore the coordinator’s question.
Select a few banquet employees from the small group session team to quickly set up the coffee station.
Solve the problem yourself by setting up the coffee station.
What is a manager’s first step toward setting guest experience standards for his or her employees?
Know the level of guest service expected for the type of property.
Set standards for employee performance.
Create tools for measuring the property’s success.
Gather information about how guests perceived their experience.
You are dining at a restaurant and ask to speak to the manager. When she arrives, you explain that it took a long time to receive your food. When the food finally arrived, you received chicken, but you ordered fish! What type of complaint is this?
Attitudinal
Unusual
Mechanical
Service-related
Mike wants to entertain an important client at his favorite dinner theater spot, so he calls Michelle to make a reservation. Michelle has helped him many times in the past, and she knows all his special requests and preferences. Shepherd answers the phone and informs Mike that due to company-wide changes, Michelle has been transferred to the corporate office in Pittsburg. Shepherd tries to look up Mike’s guest account in the computer to review his common requests, but the computer is not working today. What is the root cause of this guest service problem?
Policies
Working conditions
Processes
The organization
What is the guest experience?
The faithfulness a guest feels to a property
Observations, encounters, and activities of a guest during his or her stay
The time a guest spends staying at a hotel, restaurant, theme park, etc.
Resolving complaints to the guest’s satisfaction
When Molly brainstorms with her team to identify problems and root causes, she should:
determine if the solution has solved the problem.
conduct trial runs.
discuss possible solutions.
set a time limit on the session.
You wrap up your last business meeting in Arizona just in time to drive to the airport and board your airplane. When you arrive at the airport rental lot to return your car, what will be an important part of your departure process?
Providing information about your car preferences
Enjoying the time you spend driving the rental car
Settling your car rental bill in a quick manner
Getting the make and model of car you reserved
What percentage of guests with unresolved complaints will never return?
90%
95%
85%
96%
Miranda Maroni owns the Sage Hotel Property. She is counting on her managers to lead their teams in delivering the highest level of guest service. What will determine their success?
How they manage the guest cycle
How they anticipate guest expectations
How they increase guest occupancy
How they evaluate employee performance
Determining the right level of employee empowerment is an easy skill for managers to learn.
True
False
Most guests who have a problem will complain to someone who can help them.
True
False
Which of the following are things leaders need to understand and/or do in order to manage the guest cycle?
Understand guest needs, communicate effectively, and monitor service quality
Ignore guest feedback, focus only on profits, and avoid staff training
Delegate all responsibilities, avoid guest interaction, and minimize staff involvement
Rely solely on technology, neglect guest preferences, and reduce service standards
Which of the following lists five ways to create employee empowerment that works?
Delegating authority, providing resources, encouraging feedback, recognizing achievements, offering training
Micromanaging, limiting communication, restricting resources, ignoring feedback, discouraging initiative
Centralizing decision-making, withholding information, punishing mistakes, discouraging collaboration, reducing autonomy
Enforcing strict rules, minimizing employee input, focusing on hierarchy, limiting growth opportunities, discouraging innovation
Two advantages of involving a diverse group of employees in problem-solving are:
Broader perspectives and increased creativity
Faster decision-making and less conflict
Lower costs and reduced training needs
More hierarchical control and less communication
