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Eleventh Grade (Grade 11) Hotel Management and Hospitality Questions

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Grade 11 Hotel Management and Hospitality
What are the first 3 things a guest notices about a hotel desk agent?
  1. How they look, smell and behave
  2. How the look, sound and listen
  3. How they smell, listen and behave
  4. How they look, listen and behave
Grade 11 Hotel Management and Hospitality
A frustrated guest that "orders" you to give them products or services without payment, exhibits what type of behavior?
  1. Childish behavior
  2. Parental behavior
  3. Adult behavior
  4. Professional behavior
Grade 11 Hotel Management and Hospitality
Front desk agents understand that a guest will form an opinion of the hotel and its employees in the first?
  1. 60 seconds of arrival
  2. 30 seconds of arrival
  3. 20 seconds of arrival
  4. 10 seconds of arrival
Grade 11 Hotel Management and Hospitality
Front desk agents can always make up for a negative first impression by giving the guest extra special amenities.
  1. True
  2. False
Grade 11 Hotel Management and Hospitality
The guidelines of proper business etiquette are a set of rules that establish a standard of social conduct in the workplace.
  1. True
  2. False
Grade 11 Hotel Management and Hospitality
Front desk agents that place guest satisfaction as their primary focus are considered?
  1. Concentric
  2. Eccentric
  3. Guest Centric
  4. Symetric
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