Online Test in FOS
Quiz by J Escalera
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- Q1
Why is it best that the basics in guest interaction be practiced andprovided to guest by the staff?
a. for better accommodation
b. for continued guest satisfaction
d. all of the above
c. for the availment of promos and discounts
30s - Q2
Which of the following is NOT an example of club services and facilities?
c. Computer rooms and internet facilities
b. Community courses and training program
d. Front desk office and reception area
a. Allied member clubs and association
30s - Q3
Which of the following is NOT correct in handling guest complaint?
a. Secure guest name and room number.
c. Listen attentively to guest’s complaints.
b. Determine the nature of the complaint.
d. Act on the complaint some days after the complaint.
30s - Q4
The required skills and knowledge that a front desk officer should possess in orderto facilitate these responsibilities:
i.Literacy skills ii.High level communication skills iii.Writing skills iv. Numeracyskills
a. i only
b. i and iionly
d.i, ii, iii, and iv
c. i,ii, and iii
30s - Q5
Which of the following is hotel’s practice of extending credit to guests byagreeing to bill the guest or the guest’s company for charges?
b. direct billing
a. account billing
c. pre-authorized settlement
d. transfer settlement
30s - Q6
Which of the following is a recommended procedure for handling a guest complaint?
b. Tell the guest what can be done, offering choices for resolution.
c. Suggest that the problem is not as serious as the guest believes.
d. a and b
a. Give the guest your undivided attention.
30s - Q7
Adele called the front desk to complain that the air conditioning in her guestroom was notworking. What example of complaint is illustrated?
c. service-related
a. attitudinal
d. unusual
b. mechanical
30s - Q8
How should hotel personnel regard guest complaints?
d. Complaints should be ignored, if possible.
b. Complaints should be viewed as inconvenient interruptions to the work routine.
a. Every complaint should be welcomed as an opportunity to enhance guest relations.
c. Guest complaints should not be taken seriously unless the guest is angry.
30s - Q9
You are talking to a guest and a sudden visitor came. What will you say to the person as you interrupt the conversation?
d. Please excuse me for a moment, I’ll be right back.
a. I’ll be right back.
c. Please excuse me, I’ll be right back.
b. Excuse me; I’ll be right back.
30s - Q10
Handling conflict is a challenging task yet an inevitable one. As a front desk officer met any argument , what should be reminded at all times?
c.Pay attention to your feelings.
a.Argue with the guest.
b.Show that you are right.
d. Stay calm and do not argue with the guest.
30s - Q11
As afront desk staff, what is the first step in listening and talking to clients?
b. Try to understand the words you hear the way they are intended to be understood.
a. Find out what the customer really means.
d. Restate accurately in your mind or repeat, if necessary in your own words, theideas and feelings of the customer speaking.
c. Consider/observe how the customer says things, his facial expressions, the usehe makes of his hands, voice, etc.
30s - Q12
Why is it important to make it a habit to restate accurately in your mind or repeat, if necessary in your own words, the ideas and feelings of the customer speaking?
d. To win an argument
b. To avoid misunderstandings
c. To impress the customer
a. To show that you are paying attention
30s - Q13
When handlingguest complaints, which of the following actions should be avoided?
a. Determine thenature of the complaint. Stay calm do not argue with the guest.
d. Tell the guestwhat can be done. Do not promise the impossible.
b. Listenattentively to guest’s complaints. Isolate the guest so that other guests wouldnot hear.
c. Give the guestyour undivided attention. Blame others or insult the guest if necessary.
30s - Q14
. Why should youfollow up on guest complaints even if the complaint was resolved by someone else?
b. To show the guest that you care
a. To ensure that the problem was resolved satisfactorily
d. Both b and c
c. To impress the guest
30s - Q15
What is the last step in handling guest complaints?
c. Thank the guest sarcastically
b. Thank the guest insincerely
a. Thank the guest sincerely
d. Thank the guest begrudgingly
30s