Chad Collins
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4.02 NC Hospitality & Tourism Quiz

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Chad Collins
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4.02 H&T Quiz

Question 1 of 12

1

Due to a problem with an aircraft, an airline delayed the plane’s takeoff. As a result, passengers waited in the plane on the runway for several hours, which caused them stress and discomfort. Many of the passengers missed their connecting flights to their final destinations. Which of the following is the best action for the airline to take to compensate the passengers for their inconvenience and distress?

Select one of the following:

  • Offer the passengers a quick apology

  • Refund the passengers’ money for the flight

  • Develop a press release to explain the situation

  • Provide the passengers a small discount on meals

Explanation

Question 2 of 12

1

What can hotels do to help ensure that they provide all of their guests with quality service?

Select one of the following:

  • Customize policies

  • Train employees

  • Expand facilities

  • Increase rates

Explanation

Question 3 of 12

1

When a hotel guest asks a question or needs help, Jack is always patient, friendly, and responsive. What is Jack doing?

Select one of the following:

  • Establishing political alliances with his coworkers

  • Promoting the hotel by sharing his experiences with others

  • Encouraging his coworkers to treat each other with respect

  • Building positive customer relationships through quality service

Explanation

Question 4 of 12

1

What should a motel employee possess to foster positive relationships with the motel’s guests?

Select one of the following:

  • An aggressive attitude

  • A laid-back personality

  • A competitive point of view

  • A customer-service mindset

Explanation

Question 5 of 12

1

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

Select one of the following:

  • Make reservations for next year’s vacation with a competitor

  • Tell others about their problems with the accommodations

  • Encourage coworkers and friends to visit local attractions

  • Recommend the resort to family and friends

Explanation

Question 6 of 12

1

What do many travel agencies use to find out if clients were satisfied with the service they received from the agency as well as with the vacation package that they purchased?

Select one of the following:

  • Tour reports

  • Booking slips

  • Sales records

  • Comment cards

Explanation

Question 7 of 12

1

Many families return to the Woodlands Resort every year for their annual vacations. What has the resort been successful at doing?

Select one of the following:

  • Building a clientele

  • Using suggestion selling

  • Developing a prospect list

  • Training contracted workers

Explanation

Question 8 of 12

1

What type of behavior is required of employees to establish positive relationships with hotel guests?

Select one of the following:

  • Proactive

  • Apathetic

  • Superficial

  • Remorseful

Explanation

Question 9 of 12

1

A guest complained that s/he reserved a room with a view of the ocean but got a room with a view of the courtyard. What is the best way for a hotel employee to compensate the guest in this situation?

Select one of the following:

  • Ask housekeeping to clean the room

  • Provide the guest with extra towels

  • Offer to give the guest a discount

  • Ignore the guest’s complaint

Explanation

Question 10 of 12

1

Why is it important for hospitality and tourism businesses to monitor customer satisfaction levels with their services?

Select one of the following:

  • To encourage safety

  • To generate publicity

  • To remain competitive

  • To analyze productivity

Explanation

Question 11 of 12

1

A restaurant guest receives an incorrect food order. What should the server do to resolve the complaint?

Select one of the following:

  • Apologize for the mistake and correct the food order.

  • Ask the guest if s/he would be willing to keep the meal.

  • Have the manager talk with the guest about the problem.

  • Go to the kitchen and tell the chef that s/he made a mistake.

Explanation

Question 12 of 12

1

What must hospitality and tourism businesses be willing to do to build ongoing relationships with their clientele?

Select one of the following:

  • Distribute training videos to employees

  • Pay attention to competitors’ activities

  • Overlook their customers’ questions

  • Follow-up with their customers

Explanation

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