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4.02 H&T Quiz

Chad Collins 12 questions 5.0 (1 rating)

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Questions in this quiz (12)

  1. 1Due 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 of the following is the best action for the airline to take to compensate the passengers for their inconvenience and distress?
    1. AOffer the passengers a quick apology
    2. BRefund the passengers’ money for the flight
    3. CDevelop a press release to explain the situation
    4. DProvide the passengers a small discount on meals
  2. 2What can hotels do to help ensure that they provide all of their guests with quality service?
    1. ACustomize policies
    2. BTrain employees
    3. CExpand facilities
    4. DIncrease rates
  3. 3When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?
    1. AEstablishing political alliances with his coworkers
    2. BPromoting the hotel by sharing his experiences with others
    3. CEncouraging his coworkers to treat each other with respect
    4. DBuilding positive customer relationships through quality service
  4. 4What should a motel employee possess to foster positive relationships with the motel’s guests?
    1. AAn aggressive attitude
    2. BA laid-back personality
    3. CA competitive point of view
    4. DA customer-service mindset
  5. 5What do guests often do when they are very satisfied with a resort’s level of service?
    1. AMake reservations for next year’s vacation with a competitor
    2. BTell others about their problems with the accommodations
    3. CEncourage coworkers and friends to visit local attractions
    4. DRecommend the resort to family and friends
  6. 6What 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?
    1. ATour reports
    2. BBooking slips
    3. CSales records
    4. DComment cards
  7. 7Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?
    1. ABuilding a clientele
    2. BUsing suggestion selling
    3. CDeveloping a prospect list
    4. DTraining contracted workers
  8. 8What type of behavior is required of employees to establish positive relationships with hotel guests?
    1. AProactive
    2. BApathetic
    3. CSuperficial
    4. DRemorseful
  9. 9A guest complained that s/he 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?
    1. AAsk housekeeping to clean the room
    2. BProvide the guest with extra towels
    3. COffer to give the guest a discount
    4. DIgnore the guest’s complaint
  10. 10Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?
    1. ATo encourage safety
    2. BTo generate publicity
    3. CTo remain competitive
    4. DTo analyze productivity

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Description
4.02 NC Hospitality & Tourism Quiz
Language
English
Views
384
Rating
5.0 out of 5 · 1 rating
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