HTM Guest Services Review for 4.00 and 5.00 Quiz

What are the first needs that guests are motivated to meet?

• Love and belonging needs

• Esteem needs

• Physiological and safety needs

• Self-actualization needs

What is an example of secondary research?

• Conducting interviews

• A published report

• Surveys

• Focus groups

What need is a restaurant owner exhibiting if they want more time for friends and family?

• Esteem

• Self-actualization

• Love and belonging

• Safety

During which stage of the guest experience cycle would a guest write a customer review?

• Pre-arrival

• Arrival

• During stay

• Post-departure

What is a "Moment of Truth" in guest services?

• A time when guests arrive

• A time when guest service expectations are met or not met

• A time when guests check out

• A time when guests make a reservation

What is an example of a pre-arrival activity?

• Checking in

• Reserving a car

• Writing a review

• Dining at the hotel restaurant

When is the guest experience considered "seamless"?

• When guests have to wait

• When guests experience interruptions

• When guests do not experience interruptions or issues

• When guests complain

What does service recovery involve?

• Ignoring complaints

• Resolving complaints to the guest’s satisfaction

• Offering discounts

• Providing additional services

How is exceptional service defined?

• Service that meets guest expectations

• Service that exceeds guest expectations

• Service that is average

• Service that is below expectations

What does employee empowerment refer to?

• Ability of employees to follow orders

• Ability of employees to make decisions for guests

• Ability of employees to work independently

• Ability of employees to manage time