Principles of Hospitality and Tourism

Which of the following is not a goal of customer service?

• Make the customer feel welcome

• Display courtesy, respect, and friendliness

• Set the stage for a pleasant experience

• Increase profits of the company

When at work, employees should:

• Wear a clean uniform

• Practice good personal hygiene

• Keep jewelry to a minimum

• All of the above

Why should our goal always be to keep the customer happy?

• Because it is the right thing to do

• A happy customer is likely to be a repeat customer

• It is our job

• That is what customer service is

What are the two most common forms of payment?

• Cash

• Check

• Credit Card

• Traveler's Check

Which of the following is not part of the travel business?

• Airlines

• Cruise Lines

• Hotels

• Taxi and Ferry Services

What is the overall goal of the Travel and Tourism industry?

• To make travel fun, safe, and exciting

• To make money

• To book to the highest occupancy levels possible

True or False: All departments within a company must communicate effectively.

• True

• False

What was the name of the scientist that studied the needs that affected human behavior?

• Albert Einstein

• Abraham Maslow

• Charles Darwin

• Stephen Hawking

Which of these is not a characteristic of a successful Hospitality employee?

• Makes eye contact when speaking to a guest

• Responds quickly to guest and manager requests

• Smiles

• Looks around when speaking to a guest

True or False: You should acknowledge a guest by name.

• True

• False