Mktg HM 2

What does "customer service" in the hotel and tourism industry primarily focus on? (a) Maximizing profits (b) Meeting customer needs (c) Reducing employee workload (d) Cutting operational costs

• a

• b

• c

• d

What is the first impression a hotel guest usually forms? (a) Room price (b) Hotel's location (c) Check-in experience (d) Hotel's logo

• a

• b

• c

• d

What should hotel staff do to make guests feel welcome? (a) Ignore them until they request assistance (b) Greet them with a smile and offer help (c) Ask for a tip upfront (d) Rush through the check-in process

• a

• b

• c

• d

Which of the following is an essential aspect of good customer service in a hotel? (a) Making false promises (b) Providing accurate information (c) Ignoring guest complaints (d) Rushing through check-out

• a

• b

• c

• d

What can hotels do to improve the comfort of guest rooms? (a) Increase room rates (b) Clean rooms less frequently (c) Upgrade bedding and furnishings (d) Reduce room size

• a

• b

• c

• d

Why is it important for hotel staff to be knowledgeable about local attractions? (a) To discourage guests from exploring the area (b) To make guests feel isolated in the hotel (c) To provide helpful recommendations to guests (d) To increase their own knowledge

• a

• b

• c

• d

What is the purpose of a hotel's feedback card or survey? (a) To collect guest information for marketing (b) To make guests pay for their stay (c) To gather guest opinions and suggestions (d) To report employee misconduct

• a

• b

• c

• d

What should hotel staff do if a guest has a complaint? (a) Ignore the complaint and hope it goes away (b) Listen to the guest, empathize, and try to resolve the issue (c) Blame the guest for the problem (d) Argue with the guest

• a

• b

• c

• d

Which of the following is a way hotels can improve security for guests? (a) Leave doors unlocked at all times (b) Install proper lighting in common areas (c) Allow anyone to access guest rooms (d) Remove security cameras

• a

• b

• c

• d

What is the purpose of a reservation system in a hotel? (a) To prevent guests from making reservations (b) To keep track of available rooms (c) To charge guests extra fees (d) To limit the number of guests

• a

• b

• c

• d