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

Pregunta 1 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 2 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • To maintain a positive attitude

  • To achieve their personal goals

  • To complete paperwork correctly

  • To provide good customer service

Explicación

Pregunta 3 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Service encounter

  • A guest complaint

  • A brand element

  • A guest inquiry

Explicación

Pregunta 4 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Brainstorming abilities

  • Technical knowledge

  • Active listening skills

  • Financial aptitude

Explicación

Pregunta 5 de 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?

Selecciona una de las siguientes respuestas posibles:

  • Providing a sincere apology

  • Placing blame on someone else

  • Offering to correct the food order

  • Asking the manager to handle the issue

Explicación

Pregunta 6 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Ensures a business’s financial success

  • Provides guests’ with entertainment

  • Satisfies employees’ basic needs

  • Exceeds customers’ expectations

Explicación

Pregunta 7 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Acceptance

  • Esteem

  • Safety

  • Shelter

Explicación

Pregunta 8 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Problem solving

  • Passive listening

  • Invoice processing

  • Consensus building

Explicación

Pregunta 9 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 10 de 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?

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 11 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 12 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Negotiate terms

  • Explain policies

  • Offer criticism

  • Remain calm

Explicación

Pregunta 13 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Baggage claim

  • Internet access

  • Self-checkout kiosks

  • Food-vending machines

Explicación

Pregunta 14 de 14

1

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

Selecciona una de las siguientes respuestas posibles:

  • Aggressiveness

  • Defensiveness

  • Indifference

  • Empathy

Explicación

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