Hospitality & Tourism 4.01-4.02 Test Review

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

Travel agencies use what to see if clients were satisfied with the agency & vacation package

Type of customer need is lodging facility fulfilling by using a secure electronic key system

Hospitality & tourism businesses need to monitor customer satisfaction levels with services

Hotel bellhop carries a guests luggage & escorts her to a hotel room.This situation exemplifies

Convenience service a motel might provide guests to expedite morning departure process

Jack is always patient, friendly, and responsive to hotel guests. Jack is doing what

Which is an expectation of all hospitality and tourism customers

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

Which personal quality is important to express when handling a hotel guest's complaint

What should a tour guide do when handling the complaint of an angry tourist

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

Families return to a resort every year for their annual vacation. The resort has been doing?

Passengers stranded in aircraft on runway long time. What is best way to compensate passengers

Which type of behavior is required of employees to establish positive relationships with guests

Waiter told guest that he took food order correctly, but kitchen staff prepared food wrong way

Restaurant guest receives an incorrect food order. What should server do to resolve complaint

What should a motel worker possess to foster positive relationships with motel guests

Guest wanted room(view of ocean) got room (view of courtyard). How to compensate the guest

Example of a critical moment when a customer may form a negative opinion about a business

Why are critical moments during customer interactions important to a hospitality business

What is an important aspect of handling a hotel guest's complaint

What can hotels do to help ensure they provide all guests with quality service

What must hospitality & tourism businesses do to build ongoing relationships with their clients

What do guests often do when they are very satisfied with a resort's level of service

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