Chapter 6 Test Review

As a hospitality employee, you will be required to interact with many guests. In order to successfully conduct guest-related activities, you must have good:

• Communication

• Guest Service

• Guest experience

• Community relations

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:

• Reading the guest

• Guessing

• Prediciting

• Following protocol

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

• Vocabulary

• Slang

• Jargon

• Speech

If you were writing a letter to your hospitality staff, you should

• Ask questions for clarification

• Use eye contact

• Write for technical reading

• Be brief and to the point

Nonverbal communication is also known as:

• Slang vocabulary

• Jargon

• Body language

• Nonverbal language

A customer is waiting in line to register. She has been waiting for 10 minutes. Which person-to-person communication etiquette guideline is not being followed?

• Be proactive in offering suggestions

• Be open and actively listening

• Meet, greet, and explain who you are and what you do

• Respond in a timely manner

As a hospitality employee, your attitude is poor and your job satisfaction is decreasing. You are likely experiencing low levels of:

• Employee confidence

• Employee satyisfaction

• Employee appreciation

• Employee morale

Which of the following describes verbal communication?

• Audience is unidentified

• Might involve use of slang and jargon

• Is respectful and professional

• Eliminates the need for questions

Written communication can take a variety of forms from a formal business letter to giving a speech.

• True

• False

Verbal and nonverbal actions typically do not match to send the same message.

• True

• False