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Hotel > Module 5 > Flashcards

Module 5 Flashcards

1
Q

involves disagreements between hotel guests, employees, or departments

A

Conflict

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2
Q

This are the result of conflict

A

•misunderstanding
•differing expectations
•personality clashes

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3
Q

Is the services and facilities a hotel offers during their stay.

A

Guests experience

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4
Q

It includes handling guests’ luggage

A

Bell service/porter service

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5
Q

A hotel offers this service to guests with cars who need space

A

Parking service

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6
Q

providing information to guests about the hotel
and the city

A

Concierge service

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7
Q

is operated by a switchboard

A

Telephone service.

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8
Q

It includes assistance with business-related tasks

A

Business support service

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9
Q

this service to guests who want access to fitness facilities

A

Wellness Service

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10
Q

to assist guests who may not speak the local
language

A

Language interpretation service

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11
Q

This service helps guests to find and purchase items

A

Shopping service.

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12
Q

It allows guests to capture and preserve special moments during their stay at the hotel.

A

Photography service

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13
Q

are disagreements between parties or departments

A

Employee disputes

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14
Q

are conflicts linked with the hotel’s structure and operations

A

Operational issues

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15
Q

is a statement of dissatisfaction from the guest

A

complaint

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16
Q

are related to the breakdown of systems and equipment in the guest
room

A

Mechanical complaints

17
Q

result when a guest feels insulted

A

Attitudinal complaints

18
Q

are concerns about the services provided by a hotel

A

Service-related complaints

19
Q

refer to the concerns and problems a hotel has no control over

A

Unusual complaints

20
Q

help in controlling a situation and lead it toward

A

LAST Complaint Plan

21
Q

4 steps of LAST Complaint plan

A
  1. Listening
  2. Apologizing
  3. Solving
  4. Thanking
22
Q

means putting oneself in the perspective of the guest

A

Listening

23
Q

refers to expressing regret to the guest for the incident.

A

Apologizing

24
Q

addresses the guest’s problem by offering a solution for them

A

Solving

25
Q

the guest for bringing the issue to the hotel’s attention

A

Thanking

26
Q

is promoting a uniform way for Filipinos to handle conflicts

A

DOT

27
Q

HEART Method

A

•Hear them out
•Empathize
•Apologize
•Resolve the concern
•Thank them

28
Q

means allowing the guest to talk and share

A

Hear them out

29
Q

is taking things from the guest’s perspective

A

Empathize

30
Q

is promptly apologizing for the inconvenienced

A

Apologize

31
Q

is done by acting immediately on the problem

A

Resolve the concern

32
Q

is expressing gratitude to the guest

A

Thank them

33
Q

is expressing gratitude to the guest

A

Thank them

Hotel (2 decks)

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