Which of the following is an expectation of all hospitality and tourism customers?
To achieve self-actualization needs
To be treated with respect by employees
To obtain adequate sleeping accommodations
To pay the minimal amount for goods and services
Why do hospitality employees need to be able to relate to different types of people?
To maintain a positive attitude
To achieve their personal goals
To complete paperwork correctly
To provide good customer service
Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and escorts her to a hotel room. What does this situation exemplify?
A guest complaint
A brand element
A guest inquiry
What do all hospitality employees need to possess to handle customers’ complaints effectively?
Active listening skills
A 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?
Providing a sincere apology
Placing blame on someone else
Offering to correct the food order
Asking the manager to handle the issue
What is a primary characteristic of quality service in the hospitality industry?
Ensures a business’s financial success
Provides guests’ with entertainment
Satisfies employees’ basic needs
Exceeds customers’ expectations
What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?
What is an important aspect of handling a hotel guest’s complaint?
What is the last step in effectively handling a hotel guest’s complaint?
Apologizing to the guest for making the mistake
Following up with the guest to ensure satisfaction
Asking the appropriate employee to solve the problem
Listening to the customer’s complaint to determine what to do
Which of the following is an example of a critical moment in which a customer may form a negative opinion about a hospitality/tourism business?
A tour guide asks tourists they have any questions about tour site that they are visiting.
A customer has to wait on hold for a long time to make a hotel reservation by telephone.
he maître d’ greets customers in a prompt, friendly manner as soon as they enter a
A hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city
Why are “critical moments” during customer interactions important to a hospitality business?
During these critical moments, employees gather information about the business.
During these critical moments, customers form impressions about the business.
During these critical moments, managers establish policies that guide business activities.
During these critical moments, employees receive necessary training to perform their jobs
What should a tour guide do when handling the complaint of an angry tourist?
Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?
What personal quality is important to express when handling a hotel guest’s complaint?