Chapter 3 Quiz [HOMP 1]

The flow of business can be divided into a four-stage ___________ .

Guest cycle

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Business cycle

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Sales cycle

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Management cycle

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What stage of the guest cycle deals with collecting payment for services received?

Pre-Arrival

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Arrival

Correct Incorrect Correct answer

Occupancy

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Departure

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What does not occurs during the pre-arrival stage of the guest cycle?

Order park tickets

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Room reservation

Correct Incorrect Correct answer

Pick up

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Reserve a car

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Which of the following is part of the pre-arrival process?

Use of car

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Car reservation

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Pick up

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Return car

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A series of enhanced experiences provided to a guest by a hospitality employee is known as:

Quality guest standards

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Quantity guest standards

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Quality guest service

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Quantity guest service

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The hospitality and tourism industry has chosen to refer to those they provide goods, products, or services to as:

Clients

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Customers

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Guests

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Friends

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Quality guest service sets a ___________ expectation for the types of guest service soft skilled needed by hospitality and tourism employees to meet job performance standards.

Entry-level

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Top-level

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Baseline-level

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Median-level

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As part of providing quality guest service, you should make your guest feels:

Welcomed

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Appreciated

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Valued

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All of the answers

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A measurable set of goals, objectives that can be used to determine the level of performance by each employee is known as:

Job performance standards

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Job descriptions

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Job analysis

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Employee evaluations

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International travel is one of the ___________ economic sectors of the hospitality and tourism industry.

Largest

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Smallest

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Fastest-growing

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Interesting

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Guests have their own expectations based on a number of diverse factors such as their personality, life experience, education and:

Discretionary income

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Religion

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Political views

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Health issues

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The “moment of truth” for customers occurs during which step of the guest cycle?

Pre-arrival

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Arrival

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Occupancy

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Departure

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___________ is the time when the guest expects to be immersed in an experience so they may see, do, eat, and explore.

Pre-arrival

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Arrival

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Occupancy

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Departure

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A guest wants to visit an exotic destination and stay in a five-star spa resort but no five-star properties exist at that location. The guest service professional assisting the guest will need to:

Refer the guest to another location where a five-star spa resort exists.

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Determine what the guest finds desirable about spa resorts.

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Recommend a four-star resort. There’s not that much difference.

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Apologize and tell the guest you cannot help him or her.

Correct Incorrect Correct answer

Pre-arrival is very important to the success of any business because this is when advertising and marketing need to attract the guest’s attention and influence the choices made at this time.

True

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False

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Once a guest begins to focus on a negative experience during the occupancy stage it is almost impossible for employees and the business to recover the situation.

True

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False

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The departure stage is known as the “moment of truth” for the guest.

True

Correct Incorrect Correct answer

False

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Lost guest loyalty equals lost business.

True

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False

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Guest service on the very highest level requires employees to develop hard skills that go above and beyond the basic and deliver exceptional service.

True

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False

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Which of the following front office activities are included in the arrival stage of the guest cycle?

Reservation and pre-registration functions

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Reservation and registration functions

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Registration and rooming functions

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Rooming and guest services functions

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Which of the following is a primary front office concern during the occupancy stage of the guest cycle?

Security

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Account settlement

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Room assignment

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Coordinating guest services

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The largest single charge on a guest account is normally for:

The guestroom

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Food and beverage

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Room service

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Transportation

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During what stage of the guest cycle does a front office desk agent post late charges?

Pre-arrival

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Arrival

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Occupancy

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Departure

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Which of the following activities occurs during the arrival stage of the guest cycle?

Creating a group block

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Identifying method of payment

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Posting guestroom charges

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Settling guest accounts

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Chapter 3 Quiz [HOMP 1]

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