Hotel: Customer Service Strategies! Trivia Questions Test

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Hotel: Customer Service Strategies! Trivia Questions Test - Quiz

There are different customer service strategies that one can use in the hotel industry so as to ensure your guests have maximum satisfaction and are comfortable during their stay with you. Do you have a good understanding when it comes to using them and how to use them? Take it up and get to see well you will do. All the best!


Questions and Answers
  • 1. 

    If a restaurant offers the same amount of capacity no matter how high the demand, it is following a __________ strategy.

    • A.

      Horizontal-market

    • B.

      Chased-capacity

    • C.

      Static-market

    • D.

      Level-capacity

    Correct Answer
    D. Level-capacity
    Explanation
    If a restaurant offers the same amount of capacity no matter how high the demand, it is following a level-capacity strategy. This means that the restaurant maintains a constant level of capacity regardless of fluctuations in demand. This strategy can be risky as it may result in overcapacity during low-demand periods or insufficient capacity during high-demand periods. However, it can also provide stability and predictability for both the restaurant and its customers.

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  • 2. 

    When a lounge has a “happy hour” weekdays from 5:00 P.M. to 7:00 P.M., it is attempting to:

    • A.

      Follow a chased-demand strategy.

    • B.

      Manage demand.

    • C.

      Follow a full-market strategy.

    • D.

      Manage supply.

    Correct Answer
    B. Manage demand.
    Explanation
    The lounge is offering a "happy hour" during specific times to attract customers and encourage them to visit during those hours. By doing so, they are effectively managing the demand for their services by incentivizing customers to come during a specific time period. This helps the lounge to better allocate their resources and staff during peak hours, while also potentially increasing their overall revenue.

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  • 3. 

    Hotels and restaurants are “capacity-constrained” businesses. This means that:

    • A.

      They must manage both supply (production capacity) and demand.

    • B.

      Their ability to grow is restricted because of their customers’ role in production.

    • C.

      The number of customers they can serve is limited or “constrained” by such variables as the amount of staff, equipment, and seats or rooms they have.

    • D.

      A and c.

    Correct Answer
    D. A and c.
    Explanation
    Hotels and restaurants are "capacity-constrained" businesses, which means that they must manage both supply (production capacity) and demand. This includes managing variables such as the amount of staff, equipment, and seats or rooms they have, which ultimately limits the number of customers they can serve. Therefore, the correct answer is a and c.

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  • 4. 

    When a cruise line sends out direct mail that advertises special low rates for offseason bookings, it is attempting to:

    • A.

      Follow a chased-demand strategy.

    • B.

      Manage demand.

    • C.

      Follow a full-market strategy.

    • D.

      Manage supply.

    Correct Answer
    B. Manage demand.
    Explanation
    When a cruise line sends out direct mail that advertises special low rates for offseason bookings, it is attempting to manage demand. By offering lower rates during the offseason, the cruise line is trying to attract more customers and fill up their ships during periods of lower demand. This strategy allows them to effectively manage their bookings and maximize their revenue by incentivizing customers to book during less popular times.

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  • 5. 

    Businesses that encourage customers to wait for an available service are managing supply.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because businesses that encourage customers to wait for an available service are actually managing demand, not supply. By creating a situation where customers are willing to wait, businesses are effectively increasing the demand for their services. Supply management, on the other hand, involves controlling the production and availability of goods or services to meet the existing demand.

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  • 6. 

    Level-capacity strategy is a strategy in which the same amount of capacity is offered, no matter how high the consumer demand.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that in a level-capacity strategy, the same amount of capacity is offered regardless of the consumer demand. This means that even if the demand is high or low, the company maintains a consistent level of capacity. This strategy can be beneficial in situations where the company wants to ensure a stable production rate or when it is difficult to adjust capacity quickly based on fluctuating demand.

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  • 7. 

    Businesses that cannot inventory or store their products or services for future use are usually capacity-constrained businesses.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Businesses that cannot inventory or store their products or services for future use are usually capacity-constrained businesses. This means that they do not have the ability to stockpile or save their products or services for later use. Instead, they must rely on their current capacity to meet the demand of their customers. This can be due to various reasons such as limited physical space, perishable products, or limited production capabilities. Therefore, the statement "True" is correct as it accurately reflects the relationship between inventory/storage capacity and capacity-constrained businesses.

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  • 8. 

    The most common method used to influence demand is payroll control.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Payroll control refers to the management of employee salaries and wages, which does not directly influence demand for a product or service. Demand is typically influenced through marketing strategies, pricing, product differentiation, and other factors. Therefore, the statement that payroll control is the most common method used to influence demand is false.

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