4.02 H&T Quiz

Due 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?

What can hotels do to help ensure that they provide all of their guests with quality service?

When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?

What should a motel employee possess to foster positive relationships with the motel’s guests?

What do guests often do when they are very satisfied with a resort’s level of service?

What 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?

Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?

What type of behavior is required of employees to establish positive relationships with hotel guests?

A 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?

Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?

A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?

What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?