Chapter 6 - Communication and Guest Services

The majority of hotel guest complaints result from: A. equipment malfunction B. overbooking C. employee attitudes D. overcharges

A. equipment malfunction

Which of the following would likely be found in the front desk's group resume book/file? A. group billing instructions B. none of the above C. taxi and airline company telephone numbers D. locations of theaters and churches

A. group billing instructions

A split folio is most likely to be requested by: A.a business traveler responsible for incidental charges. B.a group of leisure travelers. C.an individual staying more than 3 days. D.an individual leisure traveler.

A.a business traveler responsible for incidental charges.

A guest's overall satisfaction with your hotel often hinges on: A) The proximity of the property in relation to dinning establishments B) The number of channels provided by the local cable company C) The ability of your employees to respond to special requests D) Whether the property has an indoor pool

C) The ability of your employees to respond to special requests

When dealing with an irate guest, a hotel employee should: A. have the guest contact the general manager directly. B. walk away in order to give the guest an opportunity to calm down. C. isolate the guest if possible so other guests won't overhear. D. summon a security officer in case the guest become violent.

C. isolate the guest if possible so other guests won't overhear.

How should hotel personnel regard guest complaints? A.Complaints should be viewed as inconvenient interruptions to the work routine. B.Complaints should be ignored, if possible. C.Every complaint should be welcomed as an opportunity to enhance guest relations. D.Guest complaints should not be taken seriously unless the guest is angry.

C.Every complaint should be welcomed as an opportunity to enhance guest relations.

Which of the following statements about the Internet of Things (IoT) is true? A) In the hotels with IoT technology, the coffee pots in the hotel can alert staff when they are nearing empty B) The IoT is not far-off, futuristic technology; it's being implemented in hotels today C) A hotel's IoT location services can help guests find their way through the hotel D) All of the Above

D) All of the Above

Which of the following best describes a group master account: A) The account file that contains the names of all customers having direct billing privileges B) The file containing information on potential uncollectible accounts C) The file containing all of the pertinent information about a specific group D) The account to which the room and tax portion of each of the group's guests is billed

D) The account to which the room and tax portion of each of the group's guests is billed