AD GRM Semester 1 Revision

1. When presenting products and services, you should

• Give the guest information about all of the room types and services

• Give the guest information according to guest type

• Give the guest information according to nationality

• Give the guest information according to their age

1. What are key points in service delivery?

• Be kind, helpful, and available

• Be fast, available, and interesting

• Be helpful, fast, and beautiful

• Be kind, helpful, and available

1. If a guests asks a question about the restaurant food, which department do you ask?

• Front office

• Food and Beverage

• Concierge

• Housekeeping

1. Building rapport includes

• Cleaning the guest room

• Encouraging guests to use the pool

• Keeping in touch/sending emails and messages

• Settling (finishing) the bill

1. When making the sale you shouldn’t

• Ask questions

• Tell the guest the price

• Push hard

• Confirm information

1. Staff establish contact with guests by

• Smiling at them and/or to speaking to them

• Giving a discount at the restaurant

• Calling Human resources

• Upgrading their room

1. What is the order of the 4 stages of the service cycle

• Pro-arrival, arrival, occupancy, departure

• Pre – arrival, arrival, occupancy, departure

• Arrive, pre-arrival, departure, occupancy

• Occupant, arrival, departure, pre-arrival

1. When housekeeping cleans and prepares the guest’s room, what stage is this?

• Arrival

• Pre-arrival

• Occupancy

• Departure

1. What shouldn’t you do when trying to sell a room?

• Exaggerate

• Be honest (don’t lie)

• Tell the guest what is unique/special

• Understand your guest

1. Building rapport does not include

• Smiling

• Collecting questionnaires

• Asking questions

• Giving information