H&T - Unit 4 Review

Which of the following is NOT a key component of emotional intelligence?

• Self-awareness
• Social awareness
• Empathy
• Intellectual quotient

What is the primary purpose of identifying guest needs and wants in the hospitality industry?

• To improve marketing strategies
• To increase room rates
• To deliver exceptional customer service
• To reduce operating costs

Which of the following is NOT a stage in the guest experience cycle?

• Pre-arrival
• Arrival
• Occupancy
• Post-stay

What is the primary role of employees in guest experience?

• To manage the hotel operations
• To contribute positively to the guest experience
• To handle financial transactions
• To maintain the hotel's physical appearance

What does empowerment of front-line employees entail?

• Limiting their decision-making abilities
• Allowing them to make decisions on behalf of guests
• Providing them with minimal training
• Restricting their interactions with guests

What is the HEARD process used for?

• To train employees
• To resolve guest service issues
• To manage hotel finances
• To promote the hotel online

Which of the following is NOT a tool for measuring guest satisfaction?

• Comment Cards
• Surveys
• Social media
• Employee performance reviews

What is a key aspect of responding to negative guest feedback?

• Ignoring the complaint
• Collecting facts
• Publicly addressing the issue
• Blaming the guest

Why are influencers important in reputation management?

• They have a large audience that trusts their opinions
• They create company policies
• They manage guest relations
• They handle financial transactions

How do housekeeping employees contribute to guest satisfaction?

• By cleaning rooms only
• By providing personalized service and resolving issues
• By managing the hotel's marketing
• By conducting surveys