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Basic Guest Relations Executive MCQ

1. You unintentionally hurt the sentiments of a co-worker belonging to another country. What is the best way to make up?

Do nothing and let time pass. Time, after all, is the biggest healer.

Do nothing because there was no intention to hurt.

Walk up to the person and say you are sorry. There was no intention to hurt.

Ask another co-worker, who you are friends with, to pass on your apologies to the hurt person.

Answer

Correct Answer: Walk up to the person and say you are sorry. There was no intention to hurt.

Note: This Question is unanswered, help us to find answer for this one

2. What is the first step in mollifying a customer who has received bad service?

Ask the customer what the problem is.

Try to offer him/her something for free to pacify him/her.

Ask him/her to submit a complaint first.

Express regrets and promise to provide better service in future.

Answer

Correct Answer: Express regrets and promise to provide better service in future.

Note: This Question is unanswered, help us to find answer for this one

3. With which of the following departments a Guest Relations Executive should coordinate for providing baggage movements and external services to guests?

Concierge

Business Centre

Housekeeping Desk

Front Office

Answer

Correct Answer: Concierge

Note: This Question is unanswered, help us to find answer for this one

4. What is a very useful last thing to do before sending out any e-mail?

Read the e-mail through for spelling and grammatical errors, to simplify the message if possible, and to check the recipient's e-mail address.

Nothing, the quicker you send it, the quicker they will receive it.

Copy the e-mail at least twice into a word document, as a double precaution.

Check the time, so you can remember when you sent it, in case they call.

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

5.
What does the following idiom mean?
Bend over backwards

Try very hard to do something

Do whatever it takes to help

Do an impossible task

Try to rectify an error

Answer

Correct Answer:

Do whatever it takes to help

Note: This Question is unanswered, help us to find answer for this one

6. Which of the following words is not correctly pronounced?

Concierge: kon-sai-urge

Rendezvous: ron-di-vou

Franchisee: fran-chai-zee

Suite: sweet

Acoustics: a-ku-stiks

Ambiance: am-bee-ens

Answer

Correct Answer: Concierge: kon-sai-urge

Note: This Question is unanswered, help us to find answer for this one

7. You are required to call a guest to confirm his arrival. Which of the following should you keep handy while making the call?

A call recorder

A pen and notepad

Your hotel's instructions manual

All of the above

Answer

Correct Answer: A pen and notepad

Note: This Question is unanswered, help us to find answer for this one

8.
Re-arrange the following to create a meaningful sentence.
1. has requested
2. The young female passenger
3. for her baby.
4. and a small blanket
5. in the first row with the infant
6. for warm milk

2, 5, 1, 6, 4, 3

5, 4, 2, 3, 1, 6

2, 1, 3, 6, 4, 5

2, 5, 3, 6, 1, 4

It is not possible to create a meaningful sentence with these options.

Answer

Correct Answer:

5, 4, 2, 3, 1, 6

Note: This Question is unanswered, help us to find answer for this one

9. Why is it necessary to make arrangements for a group's pre-registration?

To avoid congestion at the reception counter.

To make the group members comfortable.

To save the time of the group members.

To provide a warm welcome to the group members.

Answer

Correct Answer: To avoid congestion at the reception counter.

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10. Which of the following would a customer NOT expect from a customer service agent?

Discretion

Rudeness

Effectiveness

Authenticity

Answer

Correct Answer: Rudeness

Note: This Question is unanswered, help us to find answer for this one

11. Which of the following pronunciations is incorrect?

Aesthetic: ace-tetic

A la Carte: a-la-kart

Buffet: ba-fei

Banquet: ban-kwit

Chauffeur: sho-fur

Cognac: kon-yak

Answer

Correct Answer: Aesthetic: ace-tetic

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12. Which of the following is considered poor table manners?

Slurping soup.

Starting to eat before others at the same table.

Using a toothpick or blowing nose at the table.

Chewing with your mouth open.

All of the above.

Answer

Correct Answer: All of the above.

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13. Pick the odd one out.

Tedious

Boring

Monotonous

Bleak

Answer

Correct Answer: Bleak

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14.
State whether the statement is true or false:
A Guest Relations Executive, irrespective of the weather conditions in different countries, offers only non-alcoholic welcome drinks to guests.

True

False

Answer

Correct Answer:

False

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15.
What is the antonym of the following word?
Simple

Easy

Plain

Fancy

Uncomplicated

Answer

Correct Answer:

Fancy

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16. In case of a complaint by a hostile guest, what least a Guest Relations Executive can do to reduce his/her aggression?

Listen to the guest calmly.

Inform the maintenance department immediately.

Change his/her room.

Apologize to him/her

Answer

Correct Answer: Apologize to him/her

Note: This Question is unanswered, help us to find answer for this one

17. What should be done with an irate customer after they have vented out and explained their situation?

Ask them to call back later when they have calmed down.

Express empathy.

Put them on hold and pass them onto a manager.

Issue them a refund regardless of the problem.

Answer

Correct Answer: Express empathy.

Note: This Question is unanswered, help us to find answer for this one

18.
Fill in the blanks using the options given below.
_ numbers fascinate her, she to become a mathematician when she grows up.

Since...aims

As...wanted

The...have

Though...craved

Answer

Correct Answer:

Since...aims

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19. Which of the following represents a typical American breakfast as served in a hotel?

Fried bread, eggs, black pudding, bacon; also hamburgers.

Donuts and coffee.

Choice of donuts, bagels, fruit, coffee and orange juice; also a cooked breakfast of eggs, bacon, 'link' sausages, pancakes and French toast.

German potato salad, scones, rolls, tea with milk.

Blini with sour cream or milk.

Answer

Correct Answer: Choice of donuts, bagels, fruit, coffee and orange juice; also a cooked breakfast of eggs, bacon, 'link' sausages, pancakes and French toast.

Note: This Question is unanswered, help us to find answer for this one

20. Indicate the wrongly spelt word from the following.

Austere

Cautious

Destinned

Deliberate

Answer

Correct Answer: Destinned

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21. Which of the following pairs is incorrectly matched?

Table D Hote - a restaurant meal offered at a fixed price with few choices

A La Carte - a menu listed with dishes having common price for each of them

Buffet - a meal consisting of various dishes and served by the guests themselves

Entremet - a dish that is served to the guests during the main course

Amuse Bouche - an appetizer that is served before a meal

Answer

Correct Answer: A La Carte - a menu listed with dishes having common price for each of them

Note: This Question is unanswered, help us to find answer for this one

22. What does a customer with a problem expect from a customer service representative?

Discounts and coupons

The management's commitment to the growth of the firm

An aggressive tone

Understanding and empathy

Answer

Correct Answer: Understanding and empathy

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23. How important is consistency while offering customer service to different people?

Not important - Customers only know what they experience and can not compare the service they get with that offered to others.

Very important - Customers expect a consistent level of service when dealing with a company.

Important only for large companies, not for small ones.

Important only for small firms since they rely on customer referrals.

Answer

Correct Answer: Very important - Customers expect a consistent level of service when dealing with a company.

Note: This Question is unanswered, help us to find answer for this one

24.
Fill in the blank.
Friends always ________ each other in difficult times.

do not talk to

talk ill about

remain indifferent to

stick by

Answer

Correct Answer:

stick by

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25. What should be the first thing to do when solving a customer's problem?

Verify the information the customer has provided and any additional facts if required.

Tell the customer they will get whatever they want.

Tell the customer you'll see what you can do but not to expect much.

Look for errors in the customer's story.

Answer

Correct Answer: Verify the information the customer has provided and any additional facts if required.

Note: This Question is unanswered, help us to find answer for this one

26.
Re-arrange the following to create a meaningful sentence.
1. seats for the aged couple else,
2. in bypassing
3. they may have trouble
4. other passengers.
5. Please try arranging outer corner

5,3,2,1,4

3,2,4,1,5

5,1,3,2,4

5,4,1,2,3

Answer

Correct Answer:

5,1,3,2,4

Note: This Question is unanswered, help us to find answer for this one

27. What is the maximum number of delegates that should be present in a conference so that the Guest Relations Executive can act as registration desk for them?

Answer

Correct Answer: 20

Note: This Question is unanswered, help us to find answer for this one

28. Used for navigating, what does 'GPS' stand for?

Gradual Position Site

Group Posture Section

Gradual Position Segway

Global Positioning System

Greater Positive Seat

Answer

Correct Answer: Global Positioning System

Note: This Question is unanswered, help us to find answer for this one

29. Which of the following services can be provided by the housekeeping department?

Room service for the removal of trays from the room.

Baby-sitting services.

Booking for outboard boats.

Booking banquet space.

Answer

Correct Answer: Baby-sitting services.

Note: This Question is unanswered, help us to find answer for this one

30. What is the difference between the US and European style of using a knife and fork?

In the European or

In the US style, the fork is in your right hand while cutting, then switches to your left hand to pick up and eat. In the European or

In the US style, the fork is in your left hand while cutting, then switches to your right hand to pick up and eat. In the European or

In the US style, the fork is always in your right hand. In the European or

Answer

Correct Answer: In the US style, the fork is in your left hand while cutting, then switches to your right hand to pick up and eat. In the European or

Note: This Question is unanswered, help us to find answer for this one

31. What is a 'twin room' when booking at a hotel?

A room with two beds for two people.

Two rooms with two beds for two people.

A room with one bed for one person.

Two rooms with one bed for two people.

A room with a double bed for two people

Answer

Correct Answer: A room with two beds for two people.

Note: This Question is unanswered, help us to find answer for this one

32.
Which image has been wrongly matched with the emotion it depicts?

Image 1 - Irritation

Image 2 - Happiness

Image 4 - Anger

Image 5 - Disgust

Answer

Correct Answer:

Image 1 - Irritation

Note: This Question is unanswered, help us to find answer for this one

33. What final step can be taken to put your firm's customer service above that of all others?

Offer to refund more than the product value.

Let customers know what the standard procedure for handling irate customers is up front.

Give the customers time to cool off by asking them to call back later.

Follow up with customers after the fact to make sure they are happy with the resolution.

Answer

Correct Answer: Follow up with customers after the fact to make sure they are happy with the resolution.

Note: This Question is unanswered, help us to find answer for this one

34. Choose the most grammatically correct statement

I was literally on the seventh moon once my application got accepted by the University.

I wanted to chose the red shoes but I choose the black ones instead due to the huge discount on them.

They should have bought three CD's instead of four.

The company is moving its headquarters from Norway to Sweden.

Answer

Correct Answer: The company is moving its headquarters from Norway to Sweden.

Note: This Question is unanswered, help us to find answer for this one

35.
What is the closest meaning of the following word?
Clums

Graceful

Uncoordinated

Calm

Happy

Answer

Correct Answer:

Uncoordinated

Note: This Question is unanswered, help us to find answer for this one

36. What is the importance of customer oriented goodwill?

It allows for cheaper resolutions to customer conflict.

It is a good substitute for good customer service.

It allows the management to measure how well customer service is being performed.

It puts the company ahead of the competitors in respect of customer service

Answer

Correct Answer: It puts the company ahead of the competitors in respect of customer service

Note: This Question is unanswered, help us to find answer for this one

37. Choose the most grammatically correct statement.

It would have been more better if you brought your family along.

I am thinking to buy a new house.

I have the opportunity to pursue my degree in London

My five-years-old son loves to paint.

Answer

Correct Answer: I have the opportunity to pursue my degree in London

Note: This Question is unanswered, help us to find answer for this one

38. You have made a telephone call to a guest to confirm his arrival. Why should you clarify the purpose of your call right at the outset?

It makes the communication clear, and is polite too. One must not assume that the receiver of the call knows why the call has been made to him, and what is expected of him.

It is not at all necessary to clarify the purpose of the call. The receiver of the call must make out from your introduction that it is a arrival-confirmation call from the hotel.

It is not at all necessary to clarify the purpose of the call. Rather, the receiver of the call may consider it an affront to his intelligence.

It puts you in command, and inisinuates to the receiver of the call that you, and not him, are the boss.

Answer

Correct Answer: It makes the communication clear, and is polite too. One must not assume that the receiver of the call knows why the call has been made to him, and what is expected of him.

Note: This Question is unanswered, help us to find answer for this one

39. Which of the following would be the best thing to say to an irate customer?

Please call back later

I'll have to ask my manager to approve what you are asking for.

I can see why you feel that way.

Why didn't you buy a competitor's product.

Answer

Correct Answer: I can see why you feel that way.

Note: This Question is unanswered, help us to find answer for this one

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Basic Guest Relations Executive MCQ

1. You unintentionally hurt the sentiments of a co-worker belonging to another country. What is the best way to make up?

2. What is the first step in mollifying a customer who has received bad service?

3. With which of the following departments a Guest Relations Executive should coordinate for providing baggage movements and external services to guests?

4. What is a very useful last thing to do before sending out any e-mail?

5. What does the following idiom mean?Bend over backwards

6. Which of the following words is not correctly pronounced?

7. You are required to call a guest to confirm his arrival. Which of the following should you keep handy while making the call?

8. Re-arrange the following to create a meaningful sentence.1. has requested2. The young female passenger3. for her baby.4. and a small blanket5. in the first row with the infant6. for warm milk

9. Why is it necessary to make arrangements for a group's pre-registration?

10. Which of the following would a customer NOT expect from a customer service agent?

11. Which of the following pronunciations is incorrect?

12. Which of the following is considered poor table manners?

13. Pick the odd one out.

14. State whether the statement is true or false:A Guest Relations Executive, irrespective of the weather conditions in different countries, offers only non-alcoholic welcome drinks to guests.

15. What is the antonym of the following word?Simple

16. In case of a complaint by a hostile guest, what least a Guest Relations Executive can do to reduce his/her aggression?

17. What should be done with an irate customer after they have vented out and explained their situation?

18. Fill in the blanks using the options given below._______ numbers fascinate her, she ______ to become a mathematician when she grows up.

19. Which of the following represents a typical American breakfast as served in a hotel?

20. Indicate the wrongly spelt word from the following.

21. Which of the following pairs is incorrectly matched?

22. What does a customer with a problem expect from a customer service representative?

23. How important is consistency while offering customer service to different people?

24. Fill in the blank.Friends always ________ each other in difficult times.

25. What should be the first thing to do when solving a customer's problem?

26. Re-arrange the following to create a meaningful sentence.1. seats for the aged couple else,2. in bypassing3. they may have trouble4. other passengers.5. Please try arranging outer corner

27. What is the maximum number of delegates that should be present in a conference so that the Guest Relations Executive can act as registration desk for them?

28. Used for navigating, what does 'GPS' stand for?

29. Which of the following services can be provided by the housekeeping department?

30. What is the difference between the US and European style of using a knife and fork?

31. What is a 'twin room' when booking at a hotel?

32. Which image has been wrongly matched with the emotion it depicts?

33. What final step can be taken to put your firm's customer service above that of all others?

34. Choose the most grammatically correct statement

35. What is the closest meaning of the following word?Clums

36. What is the importance of customer oriented goodwill?

37. Choose the most grammatically correct statement.

38. You have made a telephone call to a guest to confirm his arrival. Why should you clarify the purpose of your call right at the outset?

39. Which of the following would be the best thing to say to an irate customer?

5.
What does the following idiom mean?
Bend over backwards

8.
Re-arrange the following to create a meaningful sentence.
1. has requested
2. The young female passenger
3. for her baby.
4. and a small blanket
5. in the first row with the infant
6. for warm milk

14.
State whether the statement is true or false:
A Guest Relations Executive, irrespective of the weather conditions in different countries, offers only non-alcoholic welcome drinks to guests.

15.
What is the antonym of the following word?
Simple

18.
Fill in the blanks using the options given below.
_ numbers fascinate her, she to become a mathematician when she grows up.

24.
Fill in the blank.
Friends always ________ each other in difficult times.

26.
Re-arrange the following to create a meaningful sentence.
1. seats for the aged couple else,
2. in bypassing
3. they may have trouble
4. other passengers.
5. Please try arranging outer corner

32.
Which image has been wrongly matched with the emotion it depicts?

35.
What is the closest meaning of the following word?
Clums