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

Questão 1 de 14

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 2 de 14

1

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

Selecione uma das seguintes:

  • To maintain a positive attitude

  • To achieve their personal goals

  • To complete paperwork correctly

  • To provide good customer service

Explicação

Questão 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?

Selecione uma das seguintes:

  • Service encounter

  • A guest complaint

  • A brand element

  • A guest inquiry

Explicação

Questão 4 de 14

1

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

Selecione uma das seguintes:

  • Brainstorming abilities

  • Technical knowledge

  • Active listening skills

  • Financial aptitude

Explicação

Questão 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?

Selecione uma das seguintes:

  • Providing a sincere apology

  • Placing blame on someone else

  • Offering to correct the food order

  • Asking the manager to handle the issue

Explicação

Questão 6 de 14

1

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

Selecione uma das seguintes:

  • Ensures a business’s financial success

  • Provides guests’ with entertainment

  • Satisfies employees’ basic needs

  • Exceeds customers’ expectations

Explicação

Questão 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?

Selecione uma das seguintes:

  • Acceptance

  • Esteem

  • Safety

  • Shelter

Explicação

Questão 8 de 14

1

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

Selecione uma das seguintes:

  • Problem solving

  • Passive listening

  • Invoice processing

  • Consensus building

Explicação

Questão 9 de 14

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 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?

Selecione uma das seguintes:

  • 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

Explicação

Questão 11 de 14

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 12 de 14

1

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

Selecione uma das seguintes:

  • Negotiate terms

  • Explain policies

  • Offer criticism

  • Remain calm

Explicação

Questão 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?

Selecione uma das seguintes:

  • Baggage claim

  • Internet access

  • Self-checkout kiosks

  • Food-vending machines

Explicação

Questão 14 de 14

1

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

Selecione uma das seguintes:

  • Aggressiveness

  • Defensiveness

  • Indifference

  • Empathy

Explicação

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