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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