Marketing Series: Hospitality & Tourism

Chapter 14: Customer and Employee Relations

Pop Quizzes


1.	Consistent hospitality service that exceeds guest expectations is known as _____.
		A)	exemplary guest service
		B)	guest satisfaction
		C)	customer loyalty
		D)	empowerment


2.	What are the three methods of service in the hospitality industry?
		A)	in person, face to face, and by phone
		B)	in person, indirect, and electronic service
		C)	observation, experimental, and survey
		D)	none of the above


3.	The most effective method of providing hospitality service is _____.
		A)	in person
		B)	indirect
		C)	electronic
		D)	direct mail


4.	Dissatisfied guests often _____.
		A)	leave large tips for the hotel staff
		B)	complain to friends and family
		C)	complain to the night auditor
		D)	none of the above


5.	Which is an effective method of handling a guest complaint?
		A)	listen to the guest
		B)	take notes
		C)	thank the guest for bringing the problem to your attention
		D)	all of the above


6.	Satisfied employees often _____.
		A)	provide inferior service to guests
		B)	provide superior service to guests
		C)	complain to friends and family
		D)	complain to the night auditor


7.	Which is a factor that creates employee satisfaction?
		A)	low pay
		B)	stress in the workplace
		C)	adequate compensation
		D)	all of the above


8.	Which is a quality of an effective workplace leader?
		A)	listens well
		B)	ensures that employees are motivated
		C)	takes corrective action when necessary
		D)	all of the above


9.	An example of good business ethics is _____.
		A)	fairness in hiring
		B)	promoting a friend rather than someone who does a good job
		C)	accepting large gifts of money from vendors
		D)	promoting only men to management positions


10.	The force that moves a person to action is called _____.
		A)	money
		B)	compensation
		C)	motivation
		D)	job satisfaction