HTM Unit 4 Quizizz Worksheet PDF

Worksheets Name HTM Unit 4 Class Total questions: 35 Worksheet time: 3hrs 55mins Date Instructor name: K...

Worksheets Name HTM Unit 4 Class Total questions: 35 Worksheet time: 3hrs 55mins Date Instructor name: Kelly Stewart 1. Which is an example of how technology has improved the delivery of guest service? a) Using a plastic guestroom key to open the b) Ordering room service and having a robot guestroom door deliver it c) Checking into the hotel at the front desk d) Making restaurant reservations over the phone 2. What stage of the guest experience cycle deals with collecting payment for services provided? a) Pre-arrival b) Occupancy c) Departure d) Arrival 3. A husband is attempting to make a reservation at Lucerne’s Trattoria for his anniversary. The hostess keeps putting him on hold and when he finally makes the reservation, she cuts him off before he can request that a bottle of champagne be at the table when he and his wife arrive. He is unhappy before the evening even starts. A problem has developed during which stage of the guest experience cycle? a) During the Stay b) Pre-Arrival c) Arrival d) Post-Stay 4. Caleigh’s Catering solicits feedback on social media. A customer has posted a critical review on the site. Caleigh feels this is unjustified. How should she handle it? a) Ignore the post completely. b) Ask a friend to respond critically to the post. c) Post a rebuttal online saying that the customer d) Contact the customer offline and follow up. is wrong. 5. During which stage of the guest experience cycle would an employee follow established guest service procedures, including offering prompt service and keeping guest information and belongings safe? a) Arrival b) Departure c) Post-departure d) Occupancy 6. A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting? a) Self-actualization b) Safety c) Love and belonging d) Esteem 7. What does Maslow’s Hierarchy of Needs explain? a) The desire for people to be accepted b) The needs and motivations of people c) The need for respect and love d) The foundation of one’s desire to be loved 8. Maslow's hierarchy of needs Physiological Needs Safety & Security Love and Belonging Esteem Self-Actualization e a) d b) c c) d) b e) a 9. When is a guest experience “seamless?” a) When guests share comments about a property b) When guests do not experience interruptions or issues c) When guests return to the same property d) When one guest departs and another arrives 10. Which is an example of secondary research? a) Published report b) Interview c) Focus group d) Survey 11. Jen’s Coffee Shop is conducting a series of focus groups with local residents to determine possibilities for future expansion. They are also doing one-on-one interviews with local business owners. These are examples of a) secondary research. b) moments of truth. c) primary research. d) service recovery. 12. Which is an example of meeting a physiological need? a) Love b) Acceptance c) Education d) Shelter 13. A father decides he is going to take his family on a trip to a popular theme park destination based on a promotional incentive. He has just finished booking his airline and lodging reservations. Which stage of the guest experience cycle is he in? a) Pre-arrival b) Departure c) Arrival d) Occupancy 14. A college student is given four tickets to a sold-out concert. Which need is the student fulfilling? a) Physiological b) Self-actualization c) Safety d) Esteem 15. Which activity is part of the pre-arrival stage? a) Pick up car b) Use car c) Return car d) Reserve car 16. A server who has served a family their dinner goes over to check on them. The guests complain that their food was cold. The server apologizes and takes the plates back to the kitchen to heat. She also offers the family free desserts. This is an example of a) a seamless experience. b) reputation management. c) quality guest service. d) service recovery. 17. As a couple checks out of the Hotel Meriden, the front desk agent asks them if their stay was satisfactory and if they need transportation. The agent thanks them by name and says that she hopes to see them on their next trip into Tulsa. This is an example of effective interaction during which stage of the guest experience cycle? a) Departure b) Arrival c) Pre-arrival d) Occupancy 18. Why is proper housekeeping important for a guest's experience? a) It allows housekeepers to work quickly without b) It replaces the need for other hotel amenities. paying attention to detail. c) It focuses on the visual appeal of common d) It creates a clean, safe, and comfortable areas only. environment. 19. First and foremost, which needs are guests motivated to meet? a) Self-actualization and esteem b) Love and belonging c) Physiological and safety d) Esteem and love 20. Which of the following is not an acronym used as a service recovery model? a) CARES: Communicate, Acknowledge, b) GUEST: Greet, Understand listen repeat, Resolve, Explain, Satisfy Empathize apologize, Suggest solve, Track record document c) HEARD: Hear, Empathize, Apologize, Resolve, d) LEARN: Listen, Empathize, Acknowledgeable, and Diagnose React, and Notify 21. Which is a way to evaluate guest satisfaction? a) Industry research b) Loyalty program c) Customer survey d) Influencers 22. Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize? a) Cost of error b) Moments of Truth c) Reputation management d) Service recovery 23. When making travel decisions, guests are more likely to trust information about a business from which source? a) Marketing materials b) User-generated reviews c) Employees of the company d) The company website 24. A series of enhanced experiences provided to a guest by a hospitality employee is known as a) quality guest service. b) a moment of truth. c) a seamless experience. d) service recovery. 25. During which stage of the guest experience cycle would a customer write a review of their lodging experience? a) Post-departure b) Arrival c) Occupancy d) Departure 26. What is service recovery? a) Observations, encounters, and events of a b) Choosing to stay at the same property guests’ stay repeatedly c) Resolving complaints to the guest’s satisfaction d) Safety practices and procedures that affect guests 27. A group of guests is horseback riding down the cliffs of Rocky Mountain National Park. Their guide directs the group to stop and put down blankets for a picnic lunch. What stage of the guest experience cycle are the guests in? a) Occupancy b) Arrival c) Departure d) Pre-arrival 28. Guests at your hotel ask about dining experiences and available attractions in your area. You should a) tell them to walk around the city to find b) a. listen carefully to understand the guests’ restaurants and attractions. needs and offer suggestions. c) advise them to look at the brochures. d) suggest they talk to other guests. 29. Which of the following is part of the 7 competencies of Guest Service Gold? a) Asking guests to solve problems themselves b) Personalizing service for each guest c) Following only basic hotel procedures d) Ignoring guest complaints 30. A guest goes to a restaurant to celebrate his birthday. The service and the food are exactly as the guest expected, and the guest doesn’t experience any issues. This type of experience is known as a) recovered. b) imperfect. c) seamless. d) empowered. 31. A time when guest service expectations are met or not met is called a a) hero movement. b) moment of truth. c) seamless experience. d) service recovery. 32. An employee works behind the scenes at The Yellow Brick Road theme park, providing support for the concessions. During his annual review, his manager notes that he needs to focus more on his team and on guest service. The employee complains that he doesn’t deal directly with guests and so this shouldn’t matter. He is forgetting about a) service recovery. b) external customers. c) internal customers. d) reputation management. 33. Which of the following is an example of empowerment in a hotel? a) A front desk employee offers a free meal to a b) A housekeeper waits for the manager to guest whose room wasn’t ready, without asking approve extra towels for a guest. a manager. c) A waiter tells a guest they will need to speak to d) A bellhop only carries luggage when instructed a manager about a complaint. by the manager. 34. The component of emotional intelligence that considers the feelings of others is a) self-regulation. b) empathy. c) self-awareness. d) motivation. 35. Self-awareness, self-regulation, social skills, empathy, and motivation are components of a) the hierarchy of needs. b) secondary research. c) emotional intelligence. d) self-actualization.