SOP

SOP

9th Grade

28 Qs

quiz-placeholder

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SOP

SOP

Assessment

Quiz

Professional Development

9th Grade

Hard

Created by

Ayan Abdi

Used 2+ times

FREE Resource

28 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which is the most important KPI for a hotel whose main goal is guest happiness? (15)

Net Promoter Score

Customer Effort Score

Customer Satisfaction Score

Social Media Monitoring

2.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which quality standard most related to new furniture in a room? (15)

Attention to detail

Presentation

Intrinsic quality

Condition

3.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

How can service delivery for bathroom cleanliness be reviewed? (15)

put a checklist in the bathroom with the cleaning schedule

have guests who used the bathroom rate the service after with red, green, or yellow

have a staff member check the bathroom every hour and rate it on a scale from 1-10

have a supervisor monitor the staff as they clean the bathroom

4.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

How do increased quality standards affect costs? (15)

the staff are paid by hour

the rooms are always booked

the guests pay a higher price

the hotel pays more in taxes

5.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

How do managers monitor SOPs? (15)

they make checklists, have meetings, and evaluate staff

they perform audits, train staff, and make amendments

they evaluate staff and fire those who failed

they have meetings, write documents, and send e-mails

6.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

In what situation is training not needed?

Staff do not know how to use workplace tools

Staff are not aware of the hotel’s standards

Staff cannot speak English with the international guests

Staff are not being promoted

7.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What does KPI stand for? (15)

Kindness Patience and Insight

Key Property Intelligence

Key Price Investment

Key Performance Indicator

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