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NC Hospitality & Tourism 4.01 Quiz

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Chad Collins
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4.01 H&T Quiz

4.01 H&T Quiz

Frage 1 von 14

1

Which of the following is an expectation of all hospitality and tourism customers?

Wähle eine der folgenden:

  • 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

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Frage 2 von 14

1

Why do hospitality employees need to be able to relate to different types of people?

Wähle eine der folgenden:

  • To maintain a positive attitude

  • To achieve their personal goals

  • To complete paperwork correctly

  • To provide good customer service

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Frage 3 von 14

1

Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and escorts her to a hotel room. What does this situation exemplify?

Wähle eine der folgenden:

  • Service encounter

  • A guest complaint

  • A brand element

  • A guest inquiry

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Frage 4 von 14

1

What do all hospitality employees need to possess to handle customers’ complaints effectively?

Wähle eine der folgenden:

  • Brainstorming abilities

  • Technical knowledge

  • Active listening skills

  • Financial aptitude

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Frage 5 von 14

1

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?

Wähle eine der folgenden:

  • Providing a sincere apology

  • Placing blame on someone else

  • Offering to correct the food order

  • Asking the manager to handle the issue

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Frage 6 von 14

1

What is a primary characteristic of quality service in the hospitality industry?

Wähle eine der folgenden:

  • Ensures a business’s financial success

  • Provides guests’ with entertainment

  • Satisfies employees’ basic needs

  • Exceeds customers’ expectations

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Frage 7 von 14

1

What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?

Wähle eine der folgenden:

  • Acceptance

  • Esteem

  • Safety

  • Shelter

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Frage 8 von 14

1

What is an important aspect of handling a hotel guest’s complaint?

Wähle eine der folgenden:

  • Problem solving

  • Passive listening

  • Invoice processing

  • Consensus building

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Frage 9 von 14

1

What is the last step in effectively handling a hotel guest’s complaint?

Wähle eine der folgenden:

  • 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

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Frage 10 von 14

1

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?

Wähle eine der folgenden:

  • 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
    restaurant.

  • A hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city

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Frage 11 von 14

1

Why are “critical moments” during customer interactions important to a hospitality business?

Wähle eine der folgenden:

  • 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

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Frage 12 von 14

1

What should a tour guide do when handling the complaint of an angry tourist?

Wähle eine der folgenden:

  • Negotiate terms

  • Explain policies

  • Offer criticism

  • Remain calm

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Frage 13 von 14

1

Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?

Wähle eine der folgenden:

  • Baggage claim

  • Internet access

  • Self-checkout kiosks

  • Food-vending machines

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Frage 14 von 14

1

What personal quality is important to express when handling a hotel guest’s complaint?

Wähle eine der folgenden:

  • Aggressiveness

  • Defensiveness

  • Indifference

  • Empathy

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