Theory
1. What is the primary focus of customer service in the tourism industry?
a) Maximizing profits
b) Enhancing guest satisfaction
c) Minimizing operational costs
d) Expanding market reach
b) Enhancing guest satisfaction
Unscramble the question:
to a suite for like you upgrade more luxurious experience? Would
Would you like to upgrade to a suite for a more luxurious experience?
Complete:
Front Desk Employee: Good evening, welcome to FLAMINGOS HOTEL. How may I assist you today?
Guest: Hi, I'm staying in room 315. I'd like to ____________ a wake-up call for 7:00 AM tomorrow, please.
request
Categories:
- Problems and Complaints
- Greetings and Introductions
- Hotel Services and Facilities
- Comments and Special Requests
- Reservations and Check-in
"I'm sorry for the inconvenience, how can I help?" Category: ___________
Problems and Complaints
What is the method of making transactions without physical cash or printed receipts?
paperless payments
2. Which of the following is NOT emphasized as a key point about customer service?
a) Cultural Sensitivity
b) Problem-Solving Skills
c) Customer Service Automation
d) Continuous Improvement
c) Customer Service Automation
Unscramble the question:
extra towels or pillows for room? provide like me your to Would you
Would you like me to provide extra towels or pillows for your room?
Complete: Front Desk Employee: Of course, sir. I'll __________ that for you right away. Is there anything else I can help you with?
arrange
Categories:
- Problems and Complaints
- Greetings and Introductions
- Hotel Services and Facilities
- Comments and Special Requests
- Reservations and Check-in
"Could you please arrange a wake-up call for me?" Category: ___________
Comments and Special Requests
What is the dining option where each item is listed and priced separately on the menu?
À la carte
3. Effective communication in customer service is described as:
a) Ambiguous and vague
b) Minimalistic and concise
c) Clear and empathetic
d) Rigid and inflexible
c) Clear and empathetic
Unscramble the question:
me with your travel dates so can for availability? provide you your Could check I
If there's anything specific you're looking for in your accommodations, would you like me to check our availability?
Guest: Yes, actually. Could you also _________a reservation for dinner at the hotel restaurant tonight at 7:30?
Front Desk Employee: Certainly. May I have your name, please?
Guest: It's John Smith.
make
What type of meal service allows customers to serve themselves from a variety of dishes?
buffet
What term refers to how customers and the public perceive a business or service?
Reputation
4. What is the significance of emotional intelligence in customer service?
a) It leads to misunderstandings with customers
b) It helps in navigating challenging situations with professionalism
c) It is not relevant in the hospitality industry
d) It causes conflicts among team members
b) It helps in navigating challenging situations with professionalism
Unscramble the question:
if you have any specific preferences for your room? please clarify Would you
Could you provide me with your travel dates so I can check for availability?
Front Desk Employee: Thank you, Mr. Smith. Your dinner reservation for 7:30 at our restaurant has been __________ Is there anything else I can assist you with?
Guest: No, that will be all. Thank you for your help.
confirmed
"Morning, I'm Diego. I'm traveling from Sidney, Australia. I'll be here for a couple of days attending a conference in the mornings but I'd love to explore the city in the afternoons." Type of Traveler:_________
Business
What do you call a travel service provider that brings international tourists into a country?
inbound operator
5. Why is feedback valuable in customer service?
a) It creates unnecessary complications
b) It provides insights into guest experiences and preferences
c) It slows down the service process
d) It discourages improvement efforts
b) It provides insights into guest experiences and preferences
Complete: ________ you please inform me if you have any allergies or dietary restrictions so I can make appropriate arrangements?
Could
Front Desk Employee: You're welcome, Mr. Smith. _________ a pleasant evening.
Guest: You too.
have
Imagine you are a travel advisor in Yucatán, Mexico, and an international tourist has asked you about a three-day itinerary for him and his wife. Your task is to create a detailed itinerary for their trip.
- Day 1: Recommend a location to visit and briefly describe what they can expect to do there.
- Day 2: Suggest another location to visit and provide details about its location and attractions.
- Day 3: Recommend a different location for their final day and explain why it's a must-visit destination.
What is the name for a flexible travel package tailored to meet a specific tourist’s needs?
customized package