Chad Collins
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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

Question 1 of 14

1

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

Select one of the following:

  • 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

Explanation

Question 2 of 14

1

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

Select one of the following:

  • To maintain a positive attitude

  • To achieve their personal goals

  • To complete paperwork correctly

  • To provide good customer service

Explanation

Question 3 of 14

1

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

Select one of the following:

  • Service encounter

  • A guest complaint

  • A brand element

  • A guest inquiry

Explanation

Question 4 of 14

1

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

Select one of the following:

  • Brainstorming abilities

  • Technical knowledge

  • Active listening skills

  • Financial aptitude

Explanation

Question 5 of 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?

Select one of the following:

  • Providing a sincere apology

  • Placing blame on someone else

  • Offering to correct the food order

  • Asking the manager to handle the issue

Explanation

Question 6 of 14

1

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

Select one of the following:

  • Ensures a business’s financial success

  • Provides guests’ with entertainment

  • Satisfies employees’ basic needs

  • Exceeds customers’ expectations

Explanation

Question 7 of 14

1

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

Select one of the following:

  • Acceptance

  • Esteem

  • Safety

  • Shelter

Explanation

Question 8 of 14

1

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

Select one of the following:

  • Problem solving

  • Passive listening

  • Invoice processing

  • Consensus building

Explanation

Question 9 of 14

1

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

Select one of the following:

  • 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

Explanation

Question 10 of 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?

Select one of the following:

  • 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

Explanation

Question 11 of 14

1

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

Select one of the following:

  • 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

Explanation

Question 12 of 14

1

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

Select one of the following:

  • Negotiate terms

  • Explain policies

  • Offer criticism

  • Remain calm

Explanation

Question 13 of 14

1

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

Select one of the following:

  • Baggage claim

  • Internet access

  • Self-checkout kiosks

  • Food-vending machines

Explanation

Question 14 of 14

1

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

Select one of the following:

  • Aggressiveness

  • Defensiveness

  • Indifference

  • Empathy

Explanation

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