Guest Service Effectiveness
1. What is the cheapest method for measuring guest service in hotels?
A. SERVQUAL Survey
B. Personal interviews
C. Manager observation
D. Focus groups
Answer: C. Manager observation
2. What is a common limitation of using comment cards for guest feedback?
A. They are expensive
B. Guests often forget to return them
C. They offer detailed feedback
D. Feedback is always biased
Answer: B. Guests often forget to return them
3. Which guest feedback method is known for measuring five key service dimensions like reliability
and empathy?
A. Toll-free customer number
B. SERVQUAL Survey
C. Lobby Lizard approach
D. Employee interviews
Answer: B. SERVQUAL Survey
4. What is one disadvantage of using mystery shoppers?
A. They provide instant feedback
B. Their evaluations are always accurate
C. It’s a low-cost method
D. It can be expensive and results may not be fully accurate
Answer: D. It can be expensive and results may not be fully accurate
5. What is the main advantage of personal interviews with guests?
A. Low cost
B. High participation rate
C. Detailed insights
D. No need for trained staff
Answer: C. Detailed insights
Customer Focus
6. Customer focus means:
A. Always following the manager’s orders
B. Prioritizing company profit over customer needs
C. Creating a culture centered around customer satisfaction
D. Only the customer service team caring for guests
Answer: C. Creating a culture centered around customer satisfaction
7. Why is customer focus important?
A. It increases product price
B. It boosts employee satisfaction
C. It ensures customer loyalty and competitive advantage
D. It reduces marketing costs
Answer: C. It ensures customer loyalty and competitive advantage
8. A business is truly customer-focused when:
A. Only top management interacts with customers
B. Customers always agree with the company
C. Every department considers customer needs
D. Customers never complain
Answer: C. Every department considers customer needs
9. Which of the following is NOT a sign of good customer focus?
A. Honest marketing
B. Delayed responses to customers
C. Clear pricing
D. High-quality products
Answer: B. Delayed responses to customers
10. One bad customer experience may result in:
A. Stronger brand loyalty
B. More referrals
C. Customers switching to competitors
D. Improved employee satisfaction
Answer: C. Customers switching to competitors
Workforce Focus
11. What is the goal of workforce focus in hospitality?
A. Cut down employee training
B. Maximize employee potential and job satisfaction
C. Focus only on external customers
D. Avoid offering employee benefits
Answer: B. Maximize employee potential and job satisfaction
12. What are the two branches of workforce focus in the Baldrige Award?
A. Leadership and change
B. Engagement and environment
C. Process and service
D. Training and budgeting
Answer: B. Engagement and environment
13. Treating employees as internal customers results in:
A. Higher staff turnover
B. More guest complaints
C. Happier employees and better guest experiences
D. Increased operating costs
Answer: C. Happier employees and better guest experiences
14. What is a key strategy to improve workforce engagement?
A. Reduce job responsibilities
B. Ignore employee feedback
C. Provide autonomy and skill development opportunities
D. Ban cross-training
Answer: C. Provide autonomy and skill development opportunities
Process Management
15. Process management is primarily concerned with:
A. Employee discipline
B. Marketing strategies
C. Organizing and improving operations
D. Reducing product quality
Answer: C. Organizing and improving operations
16. Which of the following is NOT a step in process management?
A. Mapping processes
B. Ignoring customer feedback
C. Improving processes
D. Sustaining improved systems
Answer: B. Ignoring customer feedback
17. What is a benefit of good process management?
A. More customer complaints
B. Increased errors
C. Better resource use and fewer mistakes
D. Higher product prices
Answer: C. Better resource use and fewer mistakes
Leadership
18. Which of the following is NOT a leadership skill?
A. Empathy
B. Risk-taking
C. Gossiping
D. Team-building
Answer: C. Gossiping
19. Why is effective leadership important in hospitality?
A. To reduce guest check-in time
B. To build strong teams and inspire performance
C. To avoid customer feedback
D. To monitor CCTV footage
Answer: B. To build strong teams and inspire performance
Change Management
20. One of the biggest challenges in change management is:
A. Employee motivation
B. Resistance to change
C. Overtraining staff
D. Too much communication
Answer: B. Resistance to change
