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.