4292149
Descrição
Quiz por Chad Collins, atualizado more than 1 year ago
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Criado por Chad Collins
quase 9 anos atrás
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Questão 1
Questão
Which of the following is an expectation of all hospitality and tourism customers?
Responda
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To achieve self-actualization needs
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To be treated with respect by employees
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To obtain adequate sleeping accommodations
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To pay the minimal amount for goods and services
Questão 2
Questão
Why do hospitality employees need to be able to relate to different types of people?
Responda
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To maintain a positive attitude
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To achieve their personal goals
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To complete paperwork correctly
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To provide good customer service
Questão 3
Questão
Paul, a hotel bellhop, carries Mrs. Peabody’s luggage and escorts her to a hotel room. What does this situation exemplify?
Responda
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Service encounter
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A guest complaint
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A brand element
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A guest inquiry
Questão 4
Questão
What do all hospitality employees need to possess to handle customers’ complaints effectively?
Responda
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Brainstorming abilities
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Technical knowledge
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Active listening skills
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Financial aptitude
Questão 5
Questão
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?
Responda
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Providing a sincere apology
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Placing blame on someone else
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Offering to correct the food order
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Asking the manager to handle the issue
Questão 6
Questão
What is a primary characteristic of quality service in the hospitality industry?
Responda
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Ensures a business’s financial success
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Provides guests’ with entertainment
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Satisfies employees’ basic needs
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Exceeds customers’ expectations
Questão 7
Questão
What type of customer need is a lodging facility fulfilling by using a secure electronic room key system throughout the facility?
Responda
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Acceptance
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Esteem
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Safety
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Shelter
Questão 8
Questão
What is an important aspect of handling a hotel guest’s complaint?
Responda
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Problem solving
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Passive listening
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Invoice processing
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Consensus building
Questão 9
Questão
What is the last step in effectively handling a hotel guest’s complaint?
Responda
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Apologizing to the guest for making the mistake
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Following up with the guest to ensure satisfaction
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Asking the appropriate employee to solve the problem
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Listening to the customer’s complaint to determine what to do
Questão 10
Questão
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?
Responda
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A tour guide asks tourists they have any questions about tour site that they are visiting.
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A customer has to wait on hold for a long time to make a hotel reservation by telephone.
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he maître d’ greets customers in a prompt, friendly manner as soon as they enter a restaurant.
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A hotel guests enters a guest room that is clean and attractive, and has a beautiful view of the city
Questão 11
Questão
Why are “critical moments” during customer interactions important to a hospitality business?
Responda
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During these critical moments, employees gather information about the business.
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During these critical moments, customers form impressions about the business.
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During these critical moments, managers establish policies that guide business activities.
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During these critical moments, employees receive necessary training to perform their jobs
Questão 12
Questão
What should a tour guide do when handling the complaint of an angry tourist?
Responda
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Negotiate terms
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Explain policies
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Offer criticism
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Remain calm
Questão 13
Questão
Which of the following is a convenience service that a motel might provide its guests to expedite the morning departure process?
Responda
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Baggage claim
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Internet access
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Self-checkout kiosks
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Food-vending machines
Questão 14
Questão
What personal quality is important to express when handling a hotel guest’s complaint?
Responda
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Aggressiveness
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Defensiveness
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Indifference
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Empathy
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