Pre-Test

Quiz
•
Education
•
University
•
Hard
02_ Antini
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
When is the best time to get involved with guest problem?
When management tells you to get involved
When you first recognize the guest's needs
When a co-worker requests your assistance
When a guest specifically asks for your help
2.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Which of the following examples describes the outcome of following through on great service for a guest issue?
The guest posts a bad review to a website
The guest has left the property
The situation is fixed to the guest's approval
The issue is given to your co-worker
3.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Which the following is the most important element of communicating with guests?
Talking to the guests
Listening to the guests
Fixing the guest issues
Making excuses
4.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
How can you delight a guest?
Make sure you have money available to cover supplies
Ask what service the guest wants
Find out how you can surprise the guest
Think of service that is completely unusual
5.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
You should always be aware of ways to raise the quality of the service you provide for the guest, but you should also look ways to:
Personalize the service you offer
Lower the cost of service
Get recognition for your services
Provide feedback to the staff
6.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
When providing outstanding guest service, a professional hospitality staff should:
Act like a manager would in the situation
Be focused on company procedures
Treat guests with dignity and respect
Tell jokes and keep guests entertained
7.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
The key to resolving costumer complaints is to?
Emphasize that others have had similar complaints
Make sure the customers realize you are right
Ensure the customer's satisfaction
Blame someone else
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