Test – Module V – „Managing the emergencies”

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
reactions.

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
facility.

A confabulator is a guest with legitimate complaints.