Hospitality

Customers are the people who actually provide money for hospitality businesses, including salaries.

• True

• False

Quality service is the key to establishing and maintaining a successful business.

• True

• False

Which of the following is an example of empathy?

• Feeling angry when a customer insults you.

• Feeling timid and withdrawing when a customer suggests your business is inadequate.

• Shouting at a customer who shouts at you.

• Understanding the tired feeling a customer has after traveling all day.

Which of the following are examples of back-of-the-house employees?

• Front desk clerks, reservation agents, and bell attendants.

• Hosts, hostesses, and parking attendants.

• Housekeepers, building engineers, and laundry attendants.

• Servers, cashiers, and concierges.

Which of the following statements is best to use if you are busy and cannot get to a customer immediately?

• “We are so busy. You will have to wait.”

• “Welcome to our restaurant. I will be right with you!”

• “It will be about five minutes before I can get to you.”

• “Wow, we are busy today! Do you mind waiting for awhile?”

Select the correct vocabulary word: Advanced or highest level employees

• Skilled level

• Managerial level

• Entry level

• Student level

Which of the following functions is included in the rooms division of a hotel?

• Reservations

• Administration

• Sales

• Maintenance

In which of the following areas of a hotel are guests registered, assigned rooms and checked out?

• Concierge

• Front Office

• Room service

• Reservations

Which of the following words means the same as lodging and may be used to mean a place to sleep?

• Accommodation

• Bed-and-breakfast

• Campground

• Lodging industry

Tags

CCSS.RI.11-12.4

CCSS.RI.9-10.4

CCSS.RL.11-12.4

CCSS.RL.8.4

CCSS.RL.9-10.4

What is hospitality?

• The business of selling cars.

• Working with other people to help them find a better job.

• The business of housing or entertaining visitors.