What is the last step in effectively handling a hotel guest's complaint?

Following up with the guest to ensure satisfaction.

What is a primary characteristic of quality service in the hospitality industry?

Exceeds customers' expectations.

Why do hospitality employees need to be able to relate to different types of people?

To provide good customer service

Which of the following is an expectation of all hospitality and tourism customers?

To be treated with respect by employees.

What do all hospitality employees need to possess to handle customers' complaints effectively?

Customers form impressions about the business.

studbud

4.01 Hospitality and Tourism

9 termsStudBud Administration90 plays

Imported from external platform

Flashcards9 cardsFPractice quizPHost liveL

Questions 9

Answers

1
What do all hospitality employees need to possess to handle customers' complaints effectively?
Technical knowledge
Financial aptitude
Active listening skills
Brainstorming abilities
2
What is the last step in effectively handling a hotel guest's complaint?
Apologizing to the guest for making the mistake.
Following up with the guest to ensure satisfaction.
Listening to the customer's complaint.
Asking the appropriate employee to solve the problem.
3
What is a primary characteristic of quality service in the hospitality industry?
Ensures a business's financial success.
Satisfies employees' basic needs.
Exceeds customers' expectations.
Provides guests' with entertainment.
4
What personal quality is important to express when handling a hotel guest's complaint?
Positive Agressiveness
Empathy
Defensiveness
Indifference
5
What should a tour guide to when handling the complaint of an angry tourist?
Offer criticism
Remain calm
Negotiate terms
Explain policies
6
Why do hospitality employees need to be able to relate to different types of people?
To achieve their personal goals
To complete paperwork correctly
To provide good customer service
To maintain a positive attitude
7
What is an important aspect of handling a hotel guest's complaint?
Problem solving
Consensus building
Passive listening
Invoice processing
8
Which of the following is an expectation of all hospitality and tourism customers?
To pay the minimal amount for goods and services.
To obtain adequate sleeping accommodations.
To be treated with respect by employees.
To achieve self-actualization needs.
9
What do all hospitality employees need to possess to handle customers' complaints effectively?
Employees gather information about the business.
Employees receive necessary training to perform their jobs.
Customers form impressions about the business.
Managers establish policies that guide business activities.

4.01 Hospitality and Tourism Flashcards | StudBud