25 Questions
What are the main duties of the Guest Relations Manager?
Supervision/Coordination, VIP or Special Guest, Communication, Sales Support
Which departments are included in the Guest Relations Manager's communication responsibilities?
Front Office/Concierge, Events, Facilities, Revenue Centers
What is the priority of a Guest Relations Manager?
Knowing the guests
What is the role of the Guest Relations Manager in lower category hotels?
In charge
What is the impact of complaints on Guest Relations management?
Negative impact on guest satisfaction
What is the impact of increasing a hotel's review score by 1 point on a 5-point scale on Trip Advisor, according to the text?
It can increase its rate by 11.2%
What is the average revenue increase per available room for a 1% gain in guest review score, according to the text?
1%
What is the purpose of the Net Promoter Score (NPS) in the hospitality industry?
To measure customer satisfaction and loyalty
What is the recommended range for an excellent Net Promoter Score (NPS) in the hospitality industry, as per the text?
+50 to +60
What is the recommended approach to handling guest complaints, according to the text?
Welcome every complaint as an opportunity to enhance guest relations
What are the communication responsibilities of the Guest Relations Manager?
External Communication with guests, suppliers, and visitors; Internal Communication with employees and all departments
What is the role of the Guest Relations Manager in lower category hotels?
In charge
What is the priority of a Guest Relations Manager?
Knowing the guests
What are the duties and responsibilities of the Guest Relations Manager in relation to guest satisfaction?
Dealing with complaints, supervision/coordination, and acting as Duty Manager
What is the impact of complaints on Guest Relations management?
Significant impact, requiring assessment and analysis
What is the importance of communication in Guest Relations (GR) management?
Critical, as it involves both external and internal communication with various stakeholders
What are the specific departments included in the Guest Relations Manager's communication responsibilities?
Public Relations, Housekeeping, Sales & Marketing, Events, and all revenue centers
What is the impact of a 1% gain in guest review score on revenue per available room, according to the text?
1% increase in revenue per available room
What is the relationship between increasing a hotel's review score by 1 point on a 5-point scale on Trip Advisor and the rate increase, according to the text?
11.2% increase in rate
What is the purpose of the Net Promoter Score (NPS) in the hospitality industry?
To measure customer satisfaction and loyalty
What is the recommended approach to handling guest complaints, according to the text?
Welcome complaints as opportunities to enhance guest relations and service
What is the average cost to keep a guest coming back, according to the text?
$1,000
What is the impact of a 1% gain in guest review score on revenue per available room, according to the text?
1% increase in revenue per available room
What is the recommended range for an excellent Net Promoter Score (NPS) in the hospitality industry, as per the text?
+65
What is the impact of increasing a hotel's review score by 1 point on a 5-point scale on Trip Advisor, according to the text?
11.2% increase in rate
Test your knowledge of guest relations management with this quiz. Explore the duties and responsibilities of the Guest Relations Department and Manager, the significance of effective communication, and the impact of complaints on guest relations management. Ideal for hospitality professionals and students seeking to enhance their understanding of guest relations.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
