HTMP 1 Chapter 6

What skill should you be able to do well in order to successfully conduct guest-related activities?

• Communication

• Guest Service

• Guest Experience

• Community Relations

What is know as the vocabulary commonly used in communicating with people in a particular industry or profession.

• Vocabulary

• Slang

• Jargon

• Speech

Mr. Smith is approaching your desk. He looks tired so you go through the registration process a little faster than normal. At the end of the registration process he thanks you for making the process "fast and painless." This is an example of:

• Guessing

• Predicting

• Following protocol

• Reading the guest

Which of the following is not a method of communication?

• Written

• Verbal

• Non-Written

• Non-verbal

If you are writing a letter to your hospitality staff, you should do which of the following?

• Be brief and to the point

• Use eye contact

• Use jargon when possible

• Use eye contact

Nonverbal communication is also known as what?

• Slang vocab

• Jargon

• Body language

• Nonverbal language

A basic rule to follow when writing professional emails is to to do what?

• Use jargon or slang to make it easier to understand

• Never write in uppercase letters

• Give the email a personal touch

• Use acronyms for brevity

Which of the following describes verbal communication?

• Audience is unidenified

• Might involve use of slang and jargon

• Is respectful and professional

• Eliminates the need for questions

Employees should learn to read what a guest may be communicating with their words and what else?

• Apperearance

• Behavior

• Clothes

• Style

When someone interacts with others, he or she will consistently send wordless signals. What are these types of signals known as?

• Silent

• Non-audible

• Nonverbal

• Speechless