Which one of the following sentences is NOT the right expression of room service instruction?
A. Breakfast is served from 7:30 to 10:00 a.m.; lunch and dinner served from 11:00 a.m. to 11:00 p.m.
B. There is an extra charge of 15% for room service.
C. You may dial 6, and then ask for Room Service.
D. We’ll try but we cannot guarantee.
查看答案
The confidence of empowered employees comes form
A. training
B. supervision
C. management support
D. Both A and C
If a guest is complaining rudely, Front Office staff should
A. say that ‘ there’s nothing I can do”
B. ask the manager to solve the problem at once
C. deal with the situation
D. handle the situation in person
Successful training will help employees make decisions
A. stick to the parameters
B. by asking for manager’s approval
C. without seeking the manager’s approval
D. stick to the parameters without seeking the manager’s approval
The goal of providing empowered guest service is
A. to capture revenue for one night
B. to assure repeat business
C. to empower employees to make decisions
D. to let employees gain more confidence
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