Test – Module V – „Managing the emergencies”
The test consists of 6 single-choice closed questions and 6 True/False questions. For each
correct answer, the course participant receives 1 point. You can get a maximum of 12 points.
The test is passed by the participant who receives at least 80% of the correct answers.
0 of 12 Questions completed
You have already completed the quiz before. Hence you can not start it again.
Quiz is loading…
You must sign in or sign up to start the quiz.
You must first complete the following:
0 of 12 Questions answered correctly
Time has elapsed
You have reached 0 of 0 point(s), (0)
Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)
The crisis is:
The first stage of a crisis situation is the guest’s finding the wrong situation (poor
service, error, fault).
A guest with legitimate complaints is a person
The symptoms of the crisis in financial aspects are:
Crisis in the company and crisis situation in the company mean exactly the same.
Crisis symptoms are:
An unpleasant or unexpected event that disrupts the course of other events, often
more significant ones is accompanied by disorganization is called:
Majority of complaints in hotels concern ad hoc or individual situations, but the
main source of these complaints is the lack of basic standards.
An external factor that can cause a crisis in the company is:
Regular staff meetings, in order to thoroughly familiarize with the procedures in
place, discuss possible incidents, are insufficient to explain difficult topics to the
personnel, but above all they enable to practice and consolidate appropriate staff
The hotels’ most important goal is to try to achieve guests maximum satisfaction
with their stay regardless of the emergencies that occurred during the visit at the
A confabulator is a guest with legitimate complaints.