Worksheets4.01-4.03/Chapter 3 Test
Total questions: 30
Worksheet time: 15mins
Name
Class
Date
1.
First and foremost, which needs are guests motivated to meet?
a)
Esteem and love
b)
Love and belonging
c)
Self-actualization and esteem
d)
Physiological and safety
2.
What does Maslow’s Hierarchy of Needs explain?
a)
The need for respect and love
b)
The needs and motivations of people
c)
The desire for people to be accepted
d)
The foundation of one’s desire to be loved
3.
Which is an example of meeting a physiological need?
a)
Love
b)
Acceptance
c)
Shelter
d)
Education
4.
A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?
a)
Safety
b)
Esteem
c)
Physiological
d)
Self-actualization
5.
Which is an example of secondary research?
a)
Interview
b)
Focus group
c)
Survey
d)
Published report
6.
A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?
a)
Safety
b)
Love and belonging
c)
Esteem
d)
Self-actualization
7.
Jen’s Coffee Shop is conducting a series of focus groups with local residents to determine possibilities for future expansion. They are also doing one-on-one interviews with local business owners. These are examples of
a)
moments of truth.
b)
primary research.
c)
secondary research.
d)
service recovery.
8.
Self-awareness, self-regulation, social skills, empathy, and motivation are components of
a)
emotional intelligence.
b)
the hierarchy of needs.
c)
secondary research.
d)
self-actualization.
9.
The component of emotional intelligence that considers the feelings of others is
a)
self-awareness.
b)
empathy.
c)
motivation.
d)
self-regulation.
10.
A husband is attempting to make a reservation at Lucerne’s Trattoria for his anniversary. The hostess keeps putting him on hold and when he finally makes the reservation, she cuts him off before he can request that a bottle of champagne be at the table when he and his wife arrive. He is unhappy before the evening even starts. A problem has developed during which stage of the guest experience cycle?
a)
Departure
b)
Arrival
c)
Pre-arrival
d)
Occupancy
11.
As a couple checks out of the Hotel Meriden, the front desk agent asks them if their stay was satisfactory and if they need transportation. The agent thanks them by name and says that she hopes to see them on their next trip into Tulsa. This is an example of effective interaction during which stage of the guest experience cycle?
a)
Departure
b)
Arrival
c)
Pre-arrival
d)
Occupancy
12.
A father decides he is going to take his family on a trip to a popular theme park destination based on a promotional incentive. He has just finished booking his airline and lodging reservations. Which stage of the guest experience cycle is he in?
a)
Pre-arrival
b)
Arrival
c)
Occupancy
d)
Departure
13.
During which stage of the guest experience cycle would a customer write a review of their lodging experience?
a)
Arrival
b)
Occupancy
c)
Departure
d)
Post-departure
14.
Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?
a)
Service recovery
b)
Cost of error
c)
Reputation management
d)
Moments of truth
15.
A time when guest service expectations are met or not met is called a
a)
service recovery.
b)
hero movement.
c)
moment of truth.
d)
seamless experience.
16.
What stage of the guest experience cycle deals with collecting payment for services provided?
a)
Pre-arrival
b)
Arrival
c)
Occupancy
d)
Departure
17.
Which activity is part of the pre-arrival stage?
a)
Reserve car
b)
Pick up car
c)
Use car
d)
Return car
18.
A series of enhanced experiences provided to a guest by a hospitality employee is known as
a)
a seamless experience.
b)
quality guest service.
c)
service recovery.
d)
a moment of truth.
19.
Guests at your hotel ask about dining experiences and available attractions in your area. You should
a)
advise them to look at the brochures.
b)
suggest they talk to other guests.
c)
tell them to walk around the city to find restaurants and attractions.
d)
listen carefully to understand the guests’ needs and offer suggestions.
20.
During which stage of the guest experience cycle would an employee follow established guest service procedures, including offering prompt service and keeping guest information and belongings safe?
a)
Arrival
b)
Occupancy
c)
Departure
d)
Post-departure
21.
A group of guests is horseback riding down the cliffs of Rocky Mountain National Park. Their guide directs the group to stop and put down blankets for a picnic lunch. What stage of the guest experience cycle are the guests in?
a)
Pre-arrival
b)
Arrival
c)
Occupancy
d)
Departure
22.
A guest goes to a restaurant to celebrate his birthday. The service and the food are exactly as the guest expected, and the guest doesn’t experience any issues. This type of experience is known as
a)
empowered.
b)
recovered.
c)
imperfect.
d)
seamless.
23.
When is a guest experience “seamless?”
a)
When guests share comments about a property
b)
When one guest departs and another arrives
c)
When guests return to the same property
d)
When guests do not experience interruptions or issues
24.
Which is an example of how technology has improved the delivery of guest service?
a)
Ordering room service and having a robot deliver it
b)
Checking into the hotel at the front desk
c)
Using a plastic guestroom key to open the guestroom door
d)
Making restaurant reservations over the phone
25.
An employee works behind the scenes at The Yellow Brick Road theme park, providing support for the concessions. During his annual review, his manager notes that he needs to focus more on his team and on guest service. The employee complains that he doesn’t deal directly with guests and so this shouldn’t matter. He is forgetting about
a)
service recovery.
b)
external customers.
c)
internal customers.
d)
reputation management.
26.
What is service recovery?
a)
Safety practices and procedures that affect guests
b)
Observations, encounters, and events of a guests’ stay
c)
Resolving complaints to the guest’s satisfaction
d)
Choosing to stay at the same property repeatedly
27.
A server who has served a family their dinner goes over to check on them. The guests complain that their food was cold. The server apologizes and takes the plates back to the kitchen to heat. She also offers the family free desserts. This is an example of
a)
a seamless experience.
b)
service recovery.
c)
reputation management.
d)
quality guest service.
28.
Which is a way to evaluate guest satisfaction?
a)
Influencers
b)
Industry research
c)
Customer survey
d)
Loyalty program
29.
Caleigh’s Catering solicits feedback on social media. A customer has posted a critical review on the site. Caleigh feels this is unjustified. How should she handle it?
a)
Contact the customer offline and follow up.
b)
Post a rebuttal online saying that the customer is wrong.
c)
Ignore the post completely.
d)
Ask a friend to respond critically to the post.
30.
When making travel decisions, guests are more likely to trust information about a business from which source?
a)
The company website
b)
User-generated reviews
c)
Marketing materials
d)
Employees of the company
100 %
