FH31 - Objective 4.01 Review

What should hospitality and tourism employees do to satisfy guest needs?

• Ignore guest requests

• Provide excellent customer service

• Offer discounts on future visits

• Focus only on room cleanliness

According to Maslow's Hierarchy of Needs, which of the following is a physiological need?

• Recognition

• Food

• Safety

• Friendship

What is the highest level of need in Maslow's Hierarchy?

• Esteem

• Safety

• Love and Belonging

• Self-Actualization

What type of research involves industry reports and competitor analysis?

• Primary Research

• Secondary Research

• Tertiary Research

• Experimental Research

Which need involves recognition and personalized experiences?

• Physiological

• Safety

• Esteem

• Love and Belonging

What is a basic requirement under physiological needs?

• Recognition

• Water

• Creativity

• Friendship

What does Self-Regulation involve?

• Managing emotional reactions in stressful situations.

• Learning new languages.

• Increasing physical endurance.

• Improving memory skills.

How does Emotional Intelligence affect workplace morale?

• It enhances team collaboration and workplace morale.

• It reduces the number of employees.

• It increases the workload.

• It decreases the need for training.

What is the primary focus of Emotional Intelligence in hospitality?

• Building stronger guest relationships.

• Reducing food costs.

• Increasing the number of rooms.

• Enhancing the building design.

What is the focus of the Pre-Arrival stage in the Guest Experience Cycle?

• Efficient check-in processes

• Setting expectations through reservations and communication

• Delivering promised services

• Resolving issues effectively