Test
4.01 H&T Quiz
Preguntas del test (14)
1Which of the following is an expectation of all hospitality and tourism customers?
- ATo achieve self-actualization needs
- BTo be treated with respect by employees
- CTo obtain adequate sleeping accommodations
- DTo pay the minimal amount for goods and services
2Why do hospitality employees need to be able to relate to different types of people?
- ATo maintain a positive attitude
- BTo achieve their personal goals
- CTo complete paperwork correctly
- DTo provide good customer service
3Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and escorts her to a hotel room. What does this situation exemplify?
- AService encounter
- BA guest complaint
- CA brand element
- DA guest inquiry
4What do all hospitality employees need to possess to handle customers’ complaints effectively?
- ABrainstorming abilities
- BTechnical knowledge
- CActive listening skills
- DFinancial aptitude
5A hotel restaurant employee said, “Mr. Jones, I took your breakfast order correctly. The kitchen staff didn’t prepare your food the way that you wanted it.” What inappropriate action did the employee take in handling the customer’s problem?
- AProviding a sincere apology
- BPlacing blame on someone else
- COffering to correct the food order
- DAsking the manager to handle the issue
6What is a primary characteristic of quality service in the hospitality industry?
- AEnsures a business’s financial success
- BProvides guests’ with entertainment
- CSatisfies employees’ basic needs
- DExceeds customers’ expectations
7What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?
- AAcceptance
- BEsteem
- CSafety
- DShelter
8What is an important aspect of handling a hotel guest’s complaint?
- AProblem solving
- BPassive listening
- CInvoice processing
- DConsensus building
9What is the last step in effectively handling a hotel guest’s complaint?
- AApologizing to the guest for making the mistake
- BFollowing up with the guest to ensure satisfaction
- CAsking the appropriate employee to solve the problem
- DListening to the customer’s complaint to determine what to do
10Which of the following is an example of a critical moment in which a customer may form a negative opinion about a hospitality/tourism business?
- AA tour guide asks tourists they have any questions about tour site that they are visiting.
- BA customer has to wait on hold for a long time to make a hotel reservation by telephone.
- Che maître d’ greets customers in a prompt, friendly manner as soon as they enter a
restaurant. - DA hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city
11Why are “critical moments” during customer interactions important to a hospitality business?
- ADuring these critical moments, employees gather information about the business.
- BDuring these critical moments, customers form impressions about the business.
- CDuring these critical moments, managers establish policies that guide business activities.
- DDuring these critical moments, employees receive necessary training to perform their jobs
12What should a tour guide do when handling the complaint of an angry tourist?
- ANegotiate terms
- BExplain policies
- COffer criticism
- DRemain calm
13Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?
- ABaggage claim
- BInternet access
- CSelf-checkout kiosks
- DFood-vending machines
14What personal quality is important to express when handling a hotel guest’s complaint?
- AAggressiveness
- BDefensiveness
- CIndifference
- DEmpathy
Información
- Descripción
- NC Hospitality & Tourism 4.01 Quiz
- Autor
- Chad Collins
- Idioma
- English
- Visitas
- 501
- Historial
- Creado el 11 ene 2016 · actualizado el 18 ene 2017
- Etiquetas
- Valoración
- 5,0 de 5 · 1 valoración Valora este test