Hotels and Lodging
Determine which of the following of the measures taken by a hotel can lead to overall customer satisfaction.
1) Deliver on promises. 2) Train staff in non-verbal communication skills. 3) Sensitize staff to different types of customers and their needs and expectations. 4) Take customer feedback seriously.
In customer service, the ___ of the staff is an important component. Customer satisfaction primarily depends on ___ .
1) attitude 2) team effort
City hotels are typically ___ because they are in the commercial and business areas of a city. They usually cater to ___ travelers, who prefer staying in the city.
1) expensive 2) business
Determine the critical interactions.
1) first phone call to the hotel 2) first greeting 3) check-in and check-out 4) last interaction
Identify the aspect related to ambience that will enhance the customer experience.
1) lighting 2) music 3) seating arrangement 4) interior design
Identify the responsibilities of housekeeping staff.
1) preventing the growth of fungi 2) vacuuming floors 3) dusting surfaces and removing dirt 4) flipping mattresses
When a sick person sneezes, droplets of bodily fluids containing germs are ___ into the air. This is one way in which ___ can spread through direct or indirect contact.
1) scattered 2) pathogens
Which public health agency investigates the spread of food-borne diseases?
CDC
they will grow at a slower rate
10℉ to 25℉
they will thrive
41℉ to 135℉
Which sequence of HACCP principles is in the correct order?
Conduct a hazard analysis, identify CCPs, and establish critical limits for each CCP
Which activity provides the greatest reduction to the risk of disease-causing pathogens?
mopping the floor with water and disinfectant
Which item is a biological contaminant?
bacteria
Which of the following employees is likely to report to the front office manager?
a reservations clerk
Which kind of service involves a great deal of preparation by the bussers?
fine dining service
Nancy isn't feeling well and has asked room service to bring her some chicken soup.
food and beverage
What knowledge or skill is most important for a front desk clerk?
communication skills
Mark has filled out an application for the position of sous chef.
human resources
Which practice is an essential component of customer satisfaction?
integrity
The guest in #401 wants a towel.
rooms
Who is responsible for making wake-up calls?
telephone operators
Which quality is most beneficial for a restaurant host?
the ability to stay calm in stressful situations
In a fine dining restaurant, which of the guests at a table should the staff serve first?
the children
What is the best way for a manager to deal with a situation in which a guest receives a food item that contains peanuts even after she communicated her peanut allergy in advance?
to immediately apologize to the guest and call for medical attention
What is one of the best ways for hotels to conserve water?
using timed faucets
The IRS is conducting an audit and wants to take a look at the financial records of the past few years.
accounting
A regular guest requests his wife's favorite dish a short while before the kitchen's closing time. The chef informs the guest that the cook who usually makes it is not available. However, the actual reason is that making it would delay closing the kitchen. Which article of the Code of Ethics would this action breach?
acting fairly and treating guests with respect are NOT it. I think it might be doing one's best or abiding by the law
they will die
300℉ to 350℉
public areas
They clean common areas of a hotel, such as the lobby, public restrooms, and restaurants.
laundry
They sort all linen into regular, damp, stained, and damaged or torn, for efficient washing.
rooms
They usually have 30 minutes to clean, stock supplies, and check all electrical and plumbing equipment before a guest arrives.
A women approaches a room attendant with a letter. She requests that the attendant leave the letter in Room 1201. Which is the most appropriate response?
The attendant politely informs the woman that she will have to leave it with the front desk clerk, and then informs security of the incident.