HSC Unit 12

There is a job opening in my hotel. Can my brother apply for the position?

• Brother can apply & we hide our relations

• Brother can apply & I am not involved in recruitment process

• Brother cannot apply as there is conflict of interest

• Brother can apply & I will highly recommend him to HR

Emotional intelligence (EQ) is about ... ... ... ... (you may select more than one answer)

• understanding your own emotions

• bouncing back from defeat and failure

• understanding emotions of others

• act appropriately based on understanding of emotions

John has dyslexia (a reading disorder) but he remains positive and worked hard for his education. Today he earns himself a diploma and is on the dean's list. He displayed a high level of _______________.

• EQ

• IQ

• RQ

• SQ

Adam is a sales executive. For all his appointments with his clients, he always turn up on time as he values the following critical service attribute:

• Basic respect

• Positive attitude

• Resourcefulness

• Personalised responsiveness

To ensure ____________, it is recommended to under-promise and then over-deliver.

• customer-first mindset

• people-orientation

• resourcefulness

• reliability

The 2 aspects of Resilience quotient (RQ) are ...

• reflective and positive

• reflective and active

• pro-active and positive

• pro-active and reflective

A professional customer service representative who is knowledgeable about the products and services which his store carries displays the critical service attribute of :

• professional competence

• resourcefulness

• customer-first mindset

• personalized responsiveness

Mr Smith's family of four wanted to visit the USS theme park in Sentosa but faces heavy thunderstorm for today. Janet the concierge, recommends him alternative tourist attractions to counter the wet weather. Janet displays _____________.

• reliability

• basic respect

• resourcefulness

• customer-first mindset

An external caller wants to obtain the room number of a guest that has checked-in to the hotel. The telephone operator declined to provide this information as she has to ...

• ensure no conflict of interest

• end her shift on time

• minimize interaction with external caller who is not a guest

• maintain the confidentiality and privacy

Andy sees a customer walks into the computer store he works at. He greets by saying ...

• Hi, I'm Andy.

• Hello, I'm the sales assistant.

• Good afternoon, I'm Andy, the sales assistant. How may I assist you?

• Good afternoon, How can I help you?