MCQs > Business & Organization > Guest Relations Executive MCQs > Basic Guest Relations Executive MCQs

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?

Answer

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

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

Answer

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

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

Answer

Correct Answer: Concierge

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

Answer

Correct Answer: All of the above

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5.

What does the following idiom mean?

Bend over backwards


Answer

Correct Answer:

Do whatever it takes to help 


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

Answer

Correct Answer: Concierge: kon-sai-urge

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

Answer

Correct Answer: A pen and notepad

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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


Answer

Correct Answer:

5, 4, 2, 3, 1, 6  


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

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?

Answer

Correct Answer: Rudeness

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11. Which of the following pronunciations is incorrect?

Answer

Correct Answer: Aesthetic: ace-tetic

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

Answer

Correct Answer: All of the above.

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13. Pick the odd one out.

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.


Answer

Correct Answer:

False


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15.

What is the antonym of the following word?

Simple


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?

Answer

Correct Answer: Apologize to him/her

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

Answer

Correct Answer: Express empathy.

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18.

Fill in the blanks using the options given below.

_______ numbers fascinate her, she ______ to become a mathematician when she grows up.


Answer

Correct Answer:

Since...aims


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

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.

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20. Indicate the wrongly spelt word from the following.

Answer

Correct Answer: Destinned

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21. Which of the following pairs is incorrectly matched?

Answer

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

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

Answer

Correct Answer: Understanding and empathy

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

Answer

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

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24.

Fill in the blank.

Friends always ________ each other in difficult times.


Answer

Correct Answer:

stick by 


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

Answer

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

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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


Answer

Correct Answer:

5,1,3,2,4 


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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

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

Answer

Correct Answer: Global Positioning System

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

Answer

Correct Answer: Baby-sitting services.

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

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

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

Answer

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

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32.

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

Answer

Correct Answer:

Image 1 - Irritation


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

Answer

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

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34. Choose the most grammatically correct statement

Answer

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

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35.

What is the closest meaning of the following word?

Clums


Answer

Correct Answer:

Uncoordinated


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36. What is the importance of customer oriented goodwill?

Answer

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

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37. Choose the most grammatically correct statement.

Answer

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

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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?

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.

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

Answer

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

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